Jisoo Kim

Digital Inclusion for a Dignified Retirement - The Harmonisation Toolkit

Governments worldwide are shifting their services to digital platforms in the current era of rapid digitalisation. The Finnish government is no exception, having successfully digitalised numerous governmental services. However, digitising services doesn't necessarily equate to improved quality or increased satisfaction. This is particularly evident amongst the older population, who are less familiar with digital services yet heavily reliant on them.

The Digital Population and Data Services (DVV) and the Ministry of Finance (VM) identified this gap. They proposed a solution as part of the "Design for Government" course at Aalto University. The course sought to answer a crucial question: "How can we foster dignified ageing in the digital era?" The project focused on three critical research areas: understanding citizens' retirement needs and aspirations, their usage and perception of digital retirement services, and defining 'dignified old age.'

Our team of four members from diverse backgrounds embarked on this project. Our research methodology included interviews and observations involving politicians, seniors, individuals nearing retirement, and representatives from DVV and VM. The purpose was to comprehend retirees' lifestyles, their interpretation of "dignity," and their experiences with digital services. Some of the key insights from this research include:

The elderly population is diverse and should not be treated as homogeneous.
The constant change in digital devices and services presents a challenge, particularly for those less tech-savvy.
A lack of consistent user experience is due to varied service offerings and differing models among service providers.
Standardisation across services, data sharing, and user interfaces can significantly enhance the retirement experience.

Digital Inclusion for a Dignified Retirement - The Harmonisation Toolkit

Governments worldwide are shifting their services to digital platforms in the current era of rapid digitalisation. The Finnish government is no exception, having successfully digitalised numerous governmental services. However, digitising services doesn't necessarily equate to improved quality or increased satisfaction. This is particularly evident amongst the older population, who are less familiar with digital services yet heavily reliant on them.

The Digital Population and Data Services (DVV) and the Ministry of Finance (VM) identified this gap. They proposed a solution as part of the "Design for Government" course at Aalto University. The course sought to answer a crucial question: "How can we foster dignified ageing in the digital era?" The project focused on three critical research areas: understanding citizens' retirement needs and aspirations, their usage and perception of digital retirement services, and defining 'dignified old age.'

Our team of four members from diverse backgrounds embarked on this project. Our research methodology included interviews and observations involving politicians, seniors, individuals nearing retirement, and representatives from DVV and VM. The purpose was to comprehend retirees' lifestyles, their interpretation of "dignity," and their experiences with digital services. Some of the key insights from this research include:

The elderly population is diverse and should not be treated as homogeneous.
The constant change in digital devices and services presents a challenge, particularly for those less tech-savvy.
A lack of consistent user experience is due to varied service offerings and differing models among service providers.
Standardisation across services, data sharing, and user interfaces can significantly enhance the retirement experience.

Digital Inclusion for a Dignified Retirement - The Harmonisation Toolkit

Governments worldwide are shifting their services to digital platforms in the current era of rapid digitalisation. The Finnish government is no exception, having successfully digitalised numerous governmental services. However, digitising services doesn't necessarily equate to improved quality or increased satisfaction. This is particularly evident amongst the older population, who are less familiar with digital services yet heavily reliant on them.

The Digital Population and Data Services (DVV) and the Ministry of Finance (VM) identified this gap. They proposed a solution as part of the "Design for Government" course at Aalto University. The course sought to answer a crucial question: "How can we foster dignified ageing in the digital era?" The project focused on three critical research areas: understanding citizens' retirement needs and aspirations, their usage and perception of digital retirement services, and defining 'dignified old age.'

Our team of four members from diverse backgrounds embarked on this project. Our research methodology included interviews and observations involving politicians, seniors, individuals nearing retirement, and representatives from DVV and VM. The purpose was to comprehend retirees' lifestyles, their interpretation of "dignity," and their experiences with digital services. Some of the key insights from this research include:

The elderly population is diverse and should not be treated as homogeneous.
The constant change in digital devices and services presents a challenge, particularly for those less tech-savvy.
A lack of consistent user experience is due to varied service offerings and differing models among service providers.
Standardisation across services, data sharing, and user interfaces can significantly enhance the retirement experience.

Interview with senior co-housing residents, and Chinese immigrants, Round table discussion with DVV and VM.

However, standardisation has its complexities. It requires a comprehensive understanding of the entire service system and considers the needs, preferences, and constraints of various stakeholders involved in the retirement ecosystem. Nevertheless, it offers an opportunity for co-creation, where all stakeholders can contribute to designing and developing solutions.

Affinity mapping and User journey

Ability & availability model / Current and ideal user Interface and user journey

To address these challenges, we propose the Harmonisation Toolkit, a solution to standardise and improve the retirement ecosystem.

The Toolkit promotes co-creation and standardisation, integrating end-user needs throughout the digital service creation, development, and modelling process.

The Toolkit follows an iterative model alternating between cross-organisational meetings and individual tasks assigned to single organisations. The cross-organisational meetings engage stakeholders in the harmonisation process, aligning practices and methodologies through three guides: "Sharing Knowledge", "Harmonising Practices", and a decision implementation guide.

To address these challenges, we propose the Harmonisation Toolkit, a solution to standardise and improve the retirement ecosystem.

The Toolkit promotes co-creation and standardisation, integrating end-user needs throughout the digital service creation, development, and modelling process.

The Toolkit follows an iterative model alternating between cross-organisational meetings and individual tasks assigned to single organisations. The cross-organisational meetings engage stakeholders in the harmonisation process, aligning practices and methodologies through three guides: "Sharing Knowledge", "Harmonising Practices", and a decision implementation guide.

To address these challenges, we propose the Harmonisation Toolkit, a solution to standardise and improve the retirement ecosystem.

The Toolkit promotes co-creation and standardisation, integrating end-user needs throughout the digital service creation, development, and modelling process.

The Toolkit follows an iterative model alternating between cross-organisational meetings and individual tasks assigned to single organisations. The cross-organisational meetings engage stakeholders in the harmonisation process, aligning practices and methodologies through three guides: "Sharing Knowledge", "Harmonising Practices", and a decision implementation guide.

Table from the toolkit for sharing knowledge between stakeholders.

Table from the toolkit for harmonising practices between stakeholders.

Table from toolkit for making decisions between stakeholders.

Sharing Knowledge facilitates information exchange about operational strategies employed by various organisations, addressing critical issues identified during the research process. Harmonising Practices assist in decision-making and finding common ground within the ecosystem. The Decision Implementation Guide outlines what needs to be done to improve the ecosystem and engage stakeholders in the change.

As a part of the Harmonisation Toolkit, individual tasks are assigned to singular organisations, focusing on implementing decisions made during the cross-organisational meetings.

In this process, DVV plays a pivotal role due to their broad oversight within the service ecosystem. We propose that DVV facilitates and guides this process, creating guidelines and standards for the digital service ecosystem, thereby improving the retirement experience for Finnish citizens.

In conclusion, the Harmonisation Toolkit represents a progressive step towards addressing the needs of the ageing and diverse Finnish population. With support from DVV and VM, it ensures that citizens can enjoy a dignified life after retirement. The Toolkit also serves as a potential blueprint for other nations aiming to improve their digital public services in an increasingly digitalised world.

The Harmonisation Toolkit is beneficial to everyone within the retirement ecosystem. It offers service providers a way to standardise and optimise services, and promises users a more accessible and user-friendly experience. With its iterative process, it allows for continuous refinement and improvement, marking a win-win situation for all stakeholders involved.

To review our entire process and Toolkit, check our DFG website and the Report.