Inland Design is a government design and innovation lab working inside the Finnish Immigration Service (Migri). Its mission is to codesign new solutions to improve the immigrant experience through a human-centered design approach, experimentation and technology. As their first big project, Inland codesigned with other Migri employees and their end-users a chatbot to improve customer service.
The process was done almost entirely through participatory processes engaging not only immigrants but also front- line staff and management. The project was a success and even led to the creation of a networked service in an attempt to bridge organizational silos between Migri and two other public organizations: the Tax Administration (Vero) and the Finnish Patent and Registration Office (PRH).