Service Design Approach to Improving Swedish Language Learning Opportunities for Immigrant Integration in Turku : Designing better Swedish learning paths

Abstract

This thesis aimed to utilize a service design approach to enhance Swedish language learning opportunities for immigrant integration in Turku. This study explored the broader complexities of immigrant integration within Finland’s bilingual setting, highlighting the role of Swedish language learning as a potential pathway for adult newcomers in Turku. This research used a qualitative and participatory approach based on the Double Diamond model. The Discover phase started with conducting an online survey and interviews, benchmarking other cities' services, and undertaking Stakeholder Mapping to understand the present situation. The Define phase analysis of findings through Thematic Analysis and Affinity Diagramming resulted in User Personas and Customer Journey Mapping to identify essential challenges. The Develop phase included a co-creation workshop followed by the development of solutions through the creation of a prototype for a unified digital platform. This research showed that Swedish is considered a desirable option, yet Turku immigrants encounter major obstacles because they lack practice opportunities and insufficient formalized Swedish integration structures. The research findings led to the development of recommendations, which included adding intensive Swedish courses to the official integration plan and creating a centralized digital resource. The service design methods successfully revealed the detailed requirements and learning experiences of immigrant Swedish language learners in Turku. The proposed recommendations provide specific strategies to improve both accessibility and effectiveness of Swedish language learning for immigrant integration purposes.