Omasuuntima is a nationwide digital service for client segmentation produced by DigiFinland that has been adopted in several wellbeing services counties. Omasuuntima is an improved version of Suuntima, a service piloted in Helsinki in autumn 2022, with new features.
The questions of Omasuuntima help clients understand their own situation. The answers help professionals interact with each client in an individual and empowering way. Omasuuntima helps the client and the professional choose the most suitable service path and self-care support methods for the client.
Most of clients found Omasuuntima useful
In the autumn of 2022, the Suuntima service was piloted at the Vuosaari Health Station, Laakso Hospital, two maternity clinics, a rehabilitative assessment unit, work ability assessment, work ability and occupational health counselling, as well as in first line services. User experiences of the service were collected from clients and professionals.
Most (88%) of the 42 clients participating in the pilot found Suuntima useful. Based on the experience gained at the Vuosaari health station, customer segmentation seems to be beneficial in terms of the experiences of both clients and staff.
Good lessons were learned from piloting the Suuntima service, even though the use of the service did not become routine for the staff. In the future, it will be necessary to strengthen the staff’s understanding of client segmentation and its benefits, and to promote operational change by discussing and planning together with supervisors and professionals.
The aim is to be able to continue piloting the use of the Omasuuntima service during spring 2023 in healthcare and social welfare units selected for further testing.
Helsinki’s health and social services have been examining client segments since 2016 but lacked a common tool for analysis until Suuntima. Client segmentation makes it possible to identify the different resources and needs of clients and, together with them, to discuss the appropriate service path and ways of supporting self-care.
Text Katri Kangas