The job description for the Local Register Offices included the maintenance of the population information system and marriage ceremonies. The Local Register Offices and the Population Register Centre merged into the Digital and Population Data Services Agency (DVV) at the turn of 2019-2020. As part of the merger, a customer-oriented operating model was created for the Uusimaa Local Register Office’s customer service concept and premises in Sörnäinen, Helsinki. Rune & Berg Design was also involved in renewing the marriage ceremony premises at Lintulahdenkuja 2. The projects included service design as well as interior and signage design.

The choices in both projects for the premises and services to be renewed were determined in cooperation with the users. The aim was to streamline transactions at the Local Register Office, thus also facilitating the work of the staff. In order to make the service environment, which is shared by several actors, as functional as possible, the staff of the Local Register Office and International House of Helsinki (IHH) were closely involved in the development of service and space concepts throughout the project. The voices of customers and employees are also strongly visible in the renewed marriage ceremony premises – with the agency aiming to treat customers even more equally and therefore, for example, the renewed marriage symbol is gender neutral.

• Easy, clear and equal dealings with the agency
• People-oriented, customer first
• Uniform operating models
• Versatile and adaptable spaces

To support the renewal of the customer service point, the agency’s everyday life and use of the space were observed, customers and employees of the agencies were interviewed and joint workshops were held. In addition, users had the possibility to comment on, for example, prototypes of operating models and furniture. The pain points for customers’ dealings with the agency were found to be customers drifting into the wrong places with the wrong forms and service numbers. Service guides and advisers to help customers were introduced to the new service model, who receive visitors immediately at the door and advise them on the right service point. Clarity was also increased by the division of the service environment into pre-service and service areas and a separate document collection point.

The word “magistrate” is a well-established term in people’s minds, so we decided to keep it on the signs in the renewed spaces – this will also make it easier for guests to find the right place. The couple getting married and other guests register at the reception, from where they are directed to the atmospheric marriage foyer waiting for them. In the vicinity of the marriage foyer are two dressing rooms where the groups can prepare for the important occasion. There are two actual marriage ceremony premises: Lemmenjoki and Riisitunturi. Once the marriage ceremony is over, the wedding foyer also serves as a great place to take photos. We created an interior design concept for the marriage ceremony premises, which includes different levels depending on the extent of the desired change. With the help of pre-defined signs, furniture and decorations, it is easy to implement the same atmosphere at different marriage ceremony premises in addition to the Sörnäinen location.

The premises were designed not only to be user-oriented but also smartly adaptable for different business situations. The service area and marriage ceremony premises are suitable for five different purposes:

1. queuing service
2. IHH matters, i.e. International House of Helsinki services
3. express service
4. service by appointment and
5. marriage

In addition to the use situations mentioned above, the marriage ceremony premises can be easily used, for example, for events and meetings where there are no marriages. The service point area can also be used, for example, to hold events highlighting the activities of the Digital and Population Data Services Agency. Material flows and furniture choices took into account customer flows and different operating situations. For example, the chairs in the wedding foyers fold up so they can be stored if necessary. The furniture was also chosen according to the availability of spare parts. If any part of the furniture, such as a table top, wears out, it is possible to replace it.

In addition to versatility, facilities and service models were made equal and for the long term. The renewal of the service area and marriage ceremony premises will support the change in the operations of the Digital and Population Data Services Agency over the longer term. The atmosphere in the rooms is visually calm and acoustically pleasant, so they will last and serve a wide range of uses. The calm and clear colour scheme and carefully designed furniture make proceedings easier. Signs use symbols instead of words so they are easy to understand regardless of one’s language. They also have braille versions for those with impaired vision. The service points, on the other hand, are height-adjustable and the idea is that the customer can choose whether to stand or sit.

You can read more about the renewal of the Digital and Population Data Services Agency’s marriage ceremony premises on Senate Properties’ website (in Finnish).

Kämp Galleria first opened its doors in central Helsinki in 1999, and it was originally named after the famous high-end Hotel Kämp, which operates in the same city block. In 2018, Kämp returned to its roots and changed its name from Galleria Esplanad back to Kämp Galleria. The Antilooppi city block was being renovated at the same time, which served as an excellent opportunity to develop the spatial and customer experience of Kämp Galleria, as well. The project aims were specified in cooperation with the shopping centre director, advertising agency and the lessor’s representatives from Ilmarinen; Kämp Galleria was to become the most elegant fashion shopping centre in Helsinki, with a more harmonious and easy-to-understand layout. “We wanted to harmonise the customer experience of the shopping centre and make it more attractive to customers arriving from four directions,” says Aino Keto, Interior Architect.

• harmonious and stand-out look and feel
• improved visibility from the street
• enhanced communication at entrances
• increased commercial potential
• approachable everyday luxury

Rune & Berg was responsible for renewing the street level corridors of Kämp Galleria, including conceptualisation, interior architecture design and harmonising the graphic look and tenant store visibility. The entrances, corridors and bathrooms were all renovated on the ground floor. The project plans were summarised in an illustrative presentation that was given to the tenants to facilitate implementation.

The renewed Kämp Galleria is atmospheric and comfortable, but also clear and easy to understand. The corridors on the ground floor have a harmonious and elegant visual look that features green elements, cosiness and the play between light and shadow. The memorable dark green velvet sofas are excellent meeting places alongside the cafeterias and entrances. The new wayfinding system helps to navigate the space: the highly visible neon light signs at the ceiling specify the directions of the different streets. The bathroom signs were illuminated, made larger and complemented with universally understandable icons. “Kämp Galleria is a busy place in the heart of the city, but it has a wonderfully unhurried atmosphere. You can come here to relax and enjoy some me-time or time with your friends. The starting point was to design an attractive space where people would stay instead of just rushing by,” Keto explains the design principles.

After the project, the shopping centre experience is more harmonious and atmospheric than before. The carefully selected colours, furniture and indirect lighting make the environment more attractive for both the customers and tenants of the shopping centre. Just like the rest of the shopping centre, the bathrooms are also elegant. The high occupation rate of the ground floor is a sure sign that the renovation was a success.

Check out the press release by Ilmarinen (in Finnish).

Jumbo K-Citymarket’s customer promise and the backbone of its operations is “A store worth your time”.  Owner Sami Hertell has noticed that the line between a restaurant and a grocery shop is becoming more blurred: people expect experiences also at traditional grocery stores. The aim of renewing Jumbo Food Court was to create a food court that increases sales in cooperation with the shop owner and the Kesko design team. The design took into account customer flows, navigation routes and the new conceptual look of the K-chain. The new Food Court of K-Citymarket Jumbo opened in September 2020.

• Inviting atmosphere: the food is easy to take away or eat in
• Diverse selection: something delicious every day, different graphic look for each restaurant
• Modifiable food visuals: changing food trends
• Practical furniture: functionality, durability, easy maintenance

The design of the Food Court was also guided by the following keywords: attractive, plentiful, makes people talk, interesting, uplifting and easy-to-approach. Rune & Berg Design was responsible for the visual appearance and interior architecture of the Food Court. The project included interior design, graphic design, visualisation and furniture design. Kesko’s designers were responsible for the functional design of the service line.

People come to the Jumbo Food Court because of the food and stay because of the pleasant surroundings. Although the Food Court has over 120 seats, every eatery is easy to find, thanks to their different visual looks and signs. The area serves a range of different people, situations and needs. The new Food Court appeals to both customers who get excited easily and to those who think nothing can excite them during a shopping trip at the end of a long day. It is for foodies and for hockey fans. It is worth your time if you only have 30 minutes or if it takes 30 minutes just to get there.

The space is in line with the high-quality, fresh food. It looks fresh and relaxed. The colourful furniture and fixtures and strong graphic elements accentuate the space. To make the space more interesting and serve the variety of needs of customers, the space has different seating options. In addition to the visual appearance, durability and easy maintenance were important qualities for the furniture. The space is visually and functionally appealing – different enough to be interesting but still clear. Each eatery (Street Food, Cafeteria & Gelateria, Salad & Baguette, Fruit Kiosk) has its own colour scheme, font and icons. Together, these visuals create the pattern that is used on the walls and tables. Rune & Berg also designed the visual details of the Salonen bakery.

Watch the K-Citymarket video or read the article about the new food court in Jumbo (both in Finnish).

HelmiSimpukka has some 130 restaurants in Finland, and they serve over 2.5 million customers every month. The mission of the nationwide chain is to make breaks on the road as comfortable as possible, with freshly cooked food, friendly service and a memorable spatial experience. Rune & Berg Design and HelmiSimpukka have worked together for several years to develop the spatial experience.

The starting point of the cooperation that began in 2018 was making HelmiSimpukka one of the most popular brands in Finland, which would have a positive effect on sales and customer numbers. The aim was to build a service station concept that offers the best experience for people on the road. “We want to be a relevant and approachable service station operator that is always easy to find. It all starts with the customers. We must create long-lasting premises that continue to serve us also after 15 years,” says Emil Huttunen, Marketing and Concept Manager at St1, describing the objective of the cooperation.

• the best break experience
• fresh and easy-to-approach concept
• product and service selection that stands out better

We designed a new spatial concept, signs and illustrations for the HelmiSimpukka service stations. The experience was developed in close cooperation with the HelmiSimpukka team. For example, the building blocks of the service station concept were brainstormed in workshops that discussed the chain’s current state and target state in 15 years. “You have always been easy to approach. We are clearly on the same page and speak the same language. If we wanted to change, for example, small details about sales, you always gave possible solutions quickly,” Emil describes the cooperation.

The fresh and easy-to-approach spatial concept is based on the functional and visual framework that was created in cooperation, and it reflects the chain’s promise of always friendly service and the best selection of food on the road. We also focused on the chain’s differentiating factors, emphasising the work they do at the restaurant and making the customer paths clearer to highlight the product and service selection. “The aim was to tone down the environment. I believe that it is now easier for the customers to come to the service station and find what they need,” Emil summarises the underlying idea of the new concept.

HelmiSimpukka swears by a cosy and straightforward experience, and the new look and feel has a touch of nostalgia and the charm of old-school gas stations. Local elements also play an important role in the more than 130 restaurants of the chain. In addition to travellers, HelmiSimpukka restaurants serve the local residents of the area. In some areas, the local service station is an important service and meeting place. The concept will be implemented across Finland, but it is flexible enough to allow local colour. For example, each restaurant where the new concept is implemented will have a customised illustration on the wall that reflects its local character.

The renewal made the HelmiSimpukka spatial concept much more user-centred. The spatial solutions and signs that clarified the service paths in the space also improved the customer experience, which was reflected as increased sales: the core messages and services are easier to notice in a clear space. The strong and holistic look makes HelmiSimpukka restaurants stand out from the competition better than before. “I am extremely happy with our cooperation. I have a strong feeling that we are going in the right direction. In Savonlinna, for example, sales rocketed after we implemented the new concept there,” Emil says.

Feedback from the personnel has also been positive. “We have received excellent feedback from the employees. For example, we extended our service station in Vallikallio, which dates back to the 1980s, and altered the space of HelmiSimpukka Konala to bring in more light, which has lifted the spirits of the employees,” Emil sums up.