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Suuren julkisen organisaation sosiaalisen median asiakaspalvelun kehittäminen palvelumuotoilun keinoin
(2021)
resursseista. Julkisten palveluiden muotoilu on muotoilun ”ala”, josta kaivataan laajempaa ja syvällisempää ymmärrystä. Miten muotoilla palveluja, joiden pitäisi palvella kaikkia kansalaisia eli käyttäjiä, joilla on keskenään hyvin erilaiset taustat ja...
Turvapuhelinpalvelun hinnoittelu Palvelukeskusliikelaitoksessa
(2023)
on kasvava ja kehittyvä palvelualue, joka monimuotoisuudessaan on hyvin haastava palvelu hinnoitella. Opinnäytetyön tarkoituksena oli kuvata palvelun toiminnallinen sisältö, selvittää palvelun tuottamisesta aiheutuvat kustannusryhmät, sekä kartoittaa...
Pieni verosanasto : ymmärrettävästi muotoiltuja selityksiä verotuksen termeille
(2023)
vero.fi-sivujen käyttäjä saa tarvitsemansa selitykset verotustermeille. Termit ja niiden selitykset muotoiltiin niin, että niistä on apua tavallisille ihmisille. Opinnäytetyön aikana selvitettiin, millaiset selitykset ovat ymmärrettäviä ja mitkä asiat...
In this thesis legal design methods were used to create a glossary, which explains tax-related terminology in an understandable manner. The glossary contains about 50 terms. The glossary is intended to be published on the Finnish Tax Administration's website, vero.fi. The thesis also provides general recommendations on how the explanations of words can be formatted in a way that makes them as easy to understand as possible. Initial evaluations and drafts for implementing the glossary are also included in the thesis. The Finnish Tax Administration is a government agency that carries out statutory official duties related to taxation and the tax system. All authorities, and by extension their websites, are bound by the requirement for clear use of language, set in the Administrative Procedure Act (343/2003). The act states that authorities shall use language that is clear, easy to understand and to the point. The Act on the Provision of Digital Services (369/2019) sets additional requirements for websites. It stipulates that the contents of digital services must be understandable. Understandability is also affected by the terminology used. Texts by authorities often contain legal terms and other special terminology, and readers may not be familiar with their meanings. If these terms cannot be replaced with more familiar expressions, an explanation for them should be provided in government texts. The Tax Administration aims to make the language used on vero.fi as clear as possible. However, it is not always possible to avoid using special terminology. The vero.fi website does not have an existing glossary for explaining terms. In this thesis, such a glossary is developed, providing users of the vero.fi website the needed explanations for tax-related terminology. The terms and their explanations are formatted to be helpful for everyday users. During the thesis project, research was done on what makes explanations understandable, and what factors affect understandability. The thesis deals with the understandability of information, clear official language and a good user experience on the vero.fi website. The solution developed in the thesis improves the customer orientation of the vero.fi website. The thesis is a research-based development work. The theoretical framework includes research data on various terms and their effects on the understandability of official texts. The work also examines the regulations and recommendations governing the use of language as well as the Finnish Tax Administration and its statutory tasks. Part of the knowledge basis is formed by the theories and standards of terminology work. On the other hand, the research offers critical analysis of which parts of them are applicable to the problem solving of the thesis. Various methods were used in different stages of the research and development work, including expert interviews, an online survey for users and focused user interviews, which also include observation of the users and their actions. Methods such as thematic analysis were used to analyse the data. Legal design tools such as the customer journey and user personas were utilised in the development work....
In this thesis legal design methods were used to create a glossary, which explains tax-related terminology in an understandable manner. The glossary contains about 50 terms. The glossary is intended to be published on the Finnish Tax Administration's website, vero.fi. The thesis also provides general recommendations on how the explanations of words can be formatted in a way that makes them as easy to understand as possible. Initial evaluations and drafts for implementing the glossary are also included in the thesis. The Finnish Tax Administration is a government agency that carries out statutory official duties related to taxation and the tax system. All authorities, and by extension their websites, are bound by the requirement for clear use of language, set in the Administrative Procedure Act (343/2003). The act states that authorities shall use language that is clear, easy to understand and to the point. The Act on the Provision of Digital Services (369/2019) sets additional requirements for websites. It stipulates that the contents of digital services must be understandable. Understandability is also affected by the terminology used. Texts by authorities often contain legal terms and other special terminology, and readers may not be familiar with their meanings. If these terms cannot be replaced with more familiar expressions, an explanation for them should be provided in government texts. The Tax Administration aims to make the language used on vero.fi as clear as possible. However, it is not always possible to avoid using special terminology. The vero.fi website does not have an existing glossary for explaining terms. In this thesis, such a glossary is developed, providing users of the vero.fi website the needed explanations for tax-related terminology. The terms and their explanations are formatted to be helpful for everyday users. During the thesis project, research was done on what makes explanations understandable, and what factors affect understandability. The thesis deals with the understandability of information, clear official language and a good user experience on the vero.fi website. The solution developed in the thesis improves the customer orientation of the vero.fi website. The thesis is a research-based development work. The theoretical framework includes research data on various terms and their effects on the understandability of official texts. The work also examines the regulations and recommendations governing the use of language as well as the Finnish Tax Administration and its statutory tasks. Part of the knowledge basis is formed by the theories and standards of terminology work. On the other hand, the research offers critical analysis of which parts of them are applicable to the problem solving of the thesis. Various methods were used in different stages of the research and development work, including expert interviews, an online survey for users and focused user interviews, which also include observation of the users and their actions. Methods such as thematic analysis were used to analyse the data. Legal design tools such as the customer journey and user personas were utilised in the development work....


