Case: Marttaliitto — Scaling through digital services
We will be publishing short descriptions of each of the course’s client cases. Here is one from Marttaliitto. Lean Heat and Mehiläinen will be published soon. Stay tuned!
Marttaliitto is a well-known 3rd sector organization in Finland, providing training and counselling services in everyday life skills since 1899. The objective of this project is to broaden the customer base of the organization by making training and counselling services available in Finland. Currently, these services are mostly face-to-face, which brings limitations to scaling up the service.
A successful service concept would provide a description of a virtual Martta school, including a description of end-user needs and a suggestion for taking next steps in the project.
In general, the target groups of the Marthas are young people in the brink of adulthood taking control of their own lives, parents of small children, people close to retirement, and special groups (e.g. immigrants, families with economic difficulties or other vulnerable life situation, lonely seniors, young adults at risk of being marginalized, and people recovering from substance abuse or mental health problems).
For this project, the target group is formed by the members (i.e. “martat”) and potential members, who are interested in the organization and its services. The objective is to understand this broad group (45,000 members), their needs and what Marttaliitto could offer them, and how they would like to train themselves (e.g. face-to-face, virtual learning, blended learning, seminars or something else). A successful service concept would provide a description of a virtual Martta school, including a description of end-user needs and a suggestion for taking next steps in the project.
This case is for you if:
- You are interested in designing services for NGOs.
- You are interested in understanding different channels, their touch-points and how they relate to the customer relationship.
- You are interested in the scalability of customer experience through digital services.
Potential target groups: Current and potential members of Marttaliitto.
