palvelupolun

Palvelupolku is a Finnish term for the end-to-end journey a user experiences when obtaining a service. It covers steps from recognizing a need to receiving the service and post-use support. The concept is used in service design, process management, and public administration to understand how a service feels to the user and how it is delivered across channels.

A palvelupolku includes stages, touchpoints, channels (digital, in-person, phone), and the front-end and back-end processes that enable service delivery. It emphasizes user needs, accessibility, and the flow of information and data between parts of an organization.

Mapping methods include journey mapping and service blueprinting, supported by user research and personas. The goal is to identify pain points, bottlenecks, and opportunities to improve speed, consistency, and user satisfaction.

The concept is widely used in both public sector and private sector contexts in Finland and beyond, especially for digital services offered by government agencies and municipalities.

Benefits include clearer user experience, better alignment of front-end and back-end work, and improved accessibility. Challenges involve cross-organizational coordination, data privacy, and keeping mappings up to date.

Example: applying for a municipal service such as a building permit, where the palvelupolku maps steps from inquiry, information provision, document submission, review, decision, to receipt and post-use follow-up.