A new platform and a future built for changing needs
Turku Energia identified a clear need for change when its existing online service no longer met accessibility requirements or the expectations of its broad customer base with varying levels of digital capability.
“The old service did not fully comply with the accessibility requirements set out in the Act on the Provision of Digital Services. There were shortcomings that needed to be addressed regardless. In addition, we wanted to replace the old solution with a new platform-based service that would support versatile service development both now and in the future. The previous product-based solution did not support the level of customisation we needed or the development of company-specific functionalities that suit our business,” says Noora Impiö, Project Manager at Turku Energia.
Legally required, but above all human-centred
Accessibility requirements are defined by law, but at Turku Energia, the focus is above all on serving different user groups. The new service supports key assistive technologies such as screen readers and enables full use with a keyboard alone. Users are guided through forms with proactive error messages, while carefully designed processes help ensure smooth and barrier-free interactions.
“Accessibility is part of our social responsibility and a good customer experience. Our customer base is highly diverse. We have elderly customers, customers who feel uncertain about digital services, and customers who require additional support in everyday life. At the same time, our services are also used by people who are highly experienced with digital tools and know what high-quality service should look like. We want every customer, whether managing their affairs or actively monitoring their energy consumption, to enjoy a smooth and secure experience across all devices.”
Why does accessibility deserve more attention?
The importance of accessible services is not always fully understood, and many organisations still have a significant accessibility debt, especially when accessibility is viewed from the perspective of overall service quality.
“A digital service is often considered accessible simply because it has been scanned with an accessibility testing tool. An accessibility statement has been created, and the organisation assumes it now meets the minimum legal requirements. But that is not really what accessibility is about. Focusing solely on WCAG (Web Content Accessibility Guidelines) criteria and taking a 'tick-the-box' approach does not guarantee a good user experience. Even if the basic accessibility requirements are met, the service can still feel difficult to use. The bar needs to be set higher so that usability and customer needs are genuinely addressed,” says Impiö.
Equitable service also benefits the organisation
The new online service makes everyday interactions easier for Turku Energia's customers. The service works smoothly on both desktop and mobile devices and meets accessibility requirements significantly better than before.
“We had a great collaboration with Digia, and their expertise helped us take a major leap forward in accessibility. When customers can manage their affairs independently through digital channels, it directly reduces the workload of customer service teams. Investments in accessibility, therefore, deliver clear internal benefits as well. This is not just about user experience. It is about improving the efficiency of the entire organisation,” Impiö summarises.
The new online service has delivered several tangible benefits for Turku Energia:
• Improved accessibility: The digital service supports diverse user groups and exceeds legal requirements. The solution complies with WCAG 2.1 AA standards and also incorporates selected WCAG 2.2 criteria, such as touch target size requirements.
• Better customer experience: Transactions are clear and seamless across different devices. Logical and consistent navigation, clear error handling, and the ability to use the service without complex gestures or time constraints further enhance the user experience.
• More efficient service delivery: Customers can manage their affairs independently, reducing the workload on customer service teams.
• Strong foundation for future development: The new platform supports continuous improvement, adapts to changing needs and enables extensive customisation.
Service development continues based on customer and market needs
This renewal is not the final step in the development of Turku Energia's digital services. Collaboration with Digia will continue in phases as business needs evolve.
“Now that the new service has been launched, we plan to gradually introduce new functionalities and continue refining the overall experience. In the energy sector, development work is heavily influenced by changes in legislation as well as evolving market conditions and customer expectations. And we do receive customer feedback, which is excellent. To me, that shows our services are meaningful to people and that we are focusing on the right things as we continue moving forward with responsibility and customer experience at the core.”
