Service Design, Public Employment Service (Arbetsförmedlingen) Data-driven Customer Segmentation
Inroduction to the project: Dive into the realm of Service Design at the Public Employment Service! From January 2023 and ongoing, we've been on a mission to harness the power of data for customer segmentation. Our task is no small feat – we're working within the existing IT architecture and navigating the intricacies of regulations to create a data-driven learning environment. The goal? To establish a robust process for data-verified customer segmentation that not only enhances case management efficiency but also sheds light on how job seekers approach the job market. Commissioned by the Department of Digital Services at the Public Employment Service, our journey has been marked by challenges. From grappling with data scarcity to navigating legal restrictions, we're also addressing the nuances of the organization's structure and digital maturity.
Service Design, Public Employment Service (Arbetsförmedlingen) Data-driven Customer Segmentation
Service Design Public Employment Service (Arbetsförmedlingen) Capacity for Data-Driven Customer Segmentation
About the project
Date: January 2023 - Ongoing Brief: Based on existing IT architecture and current regulations, create opportunities for data-driven learning and establish the foundation for a data-verified customer segmentation process. This process should provide iterative customer value and be used to evaluate how job seekers approach the labor market. Purpose: To streamline case management, identify customer needs, and enable the Public Employment Service to evaluate the customer value created by its own products. Challenges: Lack of data and legal restrictions on the use of existing data. The organization's structure and digital maturity level. Client: Department of Digital Services, Public Employment Service (Arbetsförmedlingen)
Results and next steps
Results: The work has so far provided insights into the technical conditions and how we can use existing technical solutions as a springboard for new ways to segment customers and avenues to access new data. Through an agile approach, where we build components to test and gather insights in the existing environment, we create opportunities to achieve results that were previously hindered by overly advanced technical specifications.