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The system allows users in different organizations to apply for and authorize access to different materials. The solution is implemented in an agile way in Clojure and published as open source. Nitor has been CSC's framework contract supplier since 2017 and won the tender for the further development of the REMS system also for the years 2020–2022.","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"},"text":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"The IT Center for Science, or CSC, is a Finnish center of expertise in information technology owned by the Finnish state and higher education institutions. CSC provides internationally high-quality ICT expert services and is known, for example, for its computing services and ","nodeType":"text"},{"data":{"uri":"https://yle.fi/uutiset/3-10818421"},"content":[{"data":{},"marks":[],"value":"supercomputers","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":". Together with CSC, Nitor is renewing the center's REMS system utilized by, for example, Findata and THL Biobank.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"What is the REMS system used by researchers?","nodeType":"text"}],"nodeType":"heading-3"},{"data":{},"content":[{"data":{},"marks":[],"value":"REMS or Resource Entitlement Management System has been implemented as part of the international ","nodeType":"text"},{"data":{"uri":"http://www.elixir-finland.org/elixir/"},"content":[{"data":{},"marks":[],"value":"ELIXIR","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":" project, which brings together data and tools from the life and health sciences across Europe. The aim of the project is to create a research infrastructure that will make it easier for researchers to find and analyze data and share their knowledge, implementing best practices in the field. REMS provides researchers from different organizations access to data and materials, and the application process can be handled entirely within the service.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Built in the Clojure programming language, ","nodeType":"text"},{"data":{"uri":"https://github.com/CSCfi/rems/"},"content":[{"data":{},"marks":[],"value":"REMS is an open source product","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":" with CSC and Nitor as the main implementers. From the beginning, two of Nitor’s experienced software architects, ","nodeType":"text"},{"data":{},"marks":[{"type":"bold"}],"value":"Markku Rontu","nodeType":"text"},{"data":{},"marks":[],"value":" and ","nodeType":"text"},{"data":{},"marks":[{"type":"bold"}],"value":"Joel Kaasinen","nodeType":"text"},{"data":{},"marks":[],"value":", have been involved in the project. Clojure and open source mean a lot for both of them.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"italic"}],"value":"“I think it’s important for public systems to be open source. It's also great to get to show an example of an extensive system made with Clojure as well as to help others by developing open source components. Unlike many other modern languages, Clojure was originally built for heavy production use and is well suited for programming a system like this,” says Markku.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"REMS includes an interface through which the license application circulates from the applicant to the owner of the material or their representative for approval. In addition, it provides an extensive interface that shares information on applications and licenses granted and acts as an integration point with other licensing or processing systems. REMS can be flexibly applied to meet the needs of the organization using it. The system is utilized, for example, by the data permit authority Findata and the biobank of the Finnish Institute for Health and Welfare (THL).","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"The solution implemented with an agile team adapts to the needs of different users","nodeType":"text"}],"nodeType":"heading-3"},{"data":{},"content":[{"data":{},"marks":[],"value":"Passionate Clojure experts from CSC and Nitor worked together to build a system that adapts to the needs of different user organizations. The suitability of the new system was validated with a proof-of-concept implementation, on top of which new features have been built piece by piece according to the needs of user organizations. REMS was first adopted by the ","nodeType":"text"},{"data":{"uri":"https://www.kielipankki.fi/"},"content":[{"data":{},"marks":[],"value":"Language Bank of Finland","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":" where the system has been in production since 2018.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"italic"}],"value":"“New user organizations always bring new needs to the system, which can be a big challenge. Our project has gone through a few extensive rewrites, such as a significant simplification of the processing model. However, pure functional code, good coverage of automatic tests and the expressive power of the Clojure programming language have kept the code mass under control,” says Markku.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Nitor has been the supplier of the REMS system since 2017 and won the tender for the further development of the system also for the years 2020–2022. The remote work recommendation, which began in spring 2020, did not slow down the agile team.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"italic"}],"value":"“The success of a project is almost always the result of effective teamwork. For example, we've been working remotely with CSC developers since the beginning. Remote work is well suited for an open source project and our experience has, of course, facilitated the overall transition to the new normal. In addition, good product management is needed for the overall management and especially to adapt to new needs, and for this thanks go to the CSC product owners. Continuous learning is also essential; coincidentally, our technology selection was also inspired by the product owner who originally attended the Clojure programming course held by Joel!","nodeType":"text"},{"data":{},"marks":[],"value":",” says Markku.","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"},"tag":[{"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"w58q9wcmirx2"}},"id":"5F8fHrCXlNSv6hSxYjD48V","type":"Entry","createdAt":"2020-06-29T11:43:04.392Z","updatedAt":"2020-06-29T11:43:04.392Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"revision":1,"contentType":{"sys":{"type":"Link","linkType":"ContentType","id":"tag"}},"locale":"en-US"},"fields":{"name":"Technology","slug":"technology"}},{"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"w58q9wcmirx2"}},"id":"5HTv9i74HOKm9TRD9m8GDu","type":"Entry","createdAt":"2020-06-29T11:44:04.874Z","updatedAt":"2020-06-29T11:44:04.874Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"revision":1,"contentType":{"sys":{"type":"Link","linkType":"ContentType","id":"tag"}},"locale":"en-US"},"fields":{"name":"News","slug":"news"}}],"slug":"rems-system-developed-it-center-science-and-nitor-helps-researchers-their-work","publishDate":"2020-08-20","showRelatedArticles":true}},{"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"w58q9wcmirx2"}},"id":"42YMVYO76Jx4qNct4V86V1","type":"Entry","createdAt":"2020-11-27T17:30:46.555Z","updatedAt":"2020-12-09T08:54:30.831Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"revision":3,"contentType":{"sys":{"type":"Link","linkType":"ContentType","id":"article"}},"locale":"en-US"},"fields":{"lang":["en","fi"],"title":"Providing Business Value with Data Science at Finnair: The Five-Step Model","mainImage":{"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"w58q9wcmirx2"}},"id":"VYijgbOjloAoQfD3OWxgL","type":"Asset","createdAt":"2020-11-27T15:39:00.761Z","updatedAt":"2020-11-27T16:26:38.909Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"revision":2,"locale":"en-US"},"fields":{"title":"FIN_Airbus_A330_high_Resolution_jpg_79.jpg","description":"Photo: Finnair, 3D Aviation / Ole Wind Andersen","file":{"url":"//images.ctfassets.net/w58q9wcmirx2/VYijgbOjloAoQfD3OWxgL/db6912fc523018fbebccb72a8531f55d/FIN_Airbus_A330_high_Resolution_jpg_79.jpg","details":{"size":926226,"image":{"width":1985,"height":1197}},"fileName":"FIN Airbus A330 high Resolution jpg_79.jpg","contentType":"image/jpeg"}}},"lead":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"We had the opportunity of improving Finnair's Operational Analytics efforts with Data Science. In this blog post, we'll walk you through the five key steps we took to ensure the best possible outcome.","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"},"text":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"Airline operations are complex. Keeping flights in schedule, rerouting passengers who missed their connections, and in general, reacting to unexpected events are just some problems Operations Controllers must deal with, while considering factors such as weather conditions, travel restrictions, and crew availability. In managing operations, airlines make numerous decisions every day, the outcomes of which may depend on each other and which can have ripple effects on many flights. For example, delaying a flight to wait for connecting passengers may cause the aircraft to arrive late on its return flight, possibly leading to other passengers missing their connecting flights.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Such effects depend on many factors, such as the passenger makeup of all affected flights, which makes it difficult to weigh their importance in decision making. Consequently, coarse, heuristic models have traditionally been applied, which can simplify the problem but also suffer from biases, leading to suboptimal decisions. In today's competitive market, in order for airlines to provide the best quality of service, it's increasingly important to take full advantage of their data assets in operational decision making.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Recently, we had an opportunity to do Data Science work with Finnair, focusing on their Operational Analytics efforts. Our work resulted in mathematical models and software tools, the use of which significantly improved customer experience, improved workflows in the Operations Control Center, and resulted in remarkable cost savings. In this blog post, we describe the five main steps that contributed to the success of our journey with Finnair.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"1. Identifying the Problem","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"Working at an airline of Finnair's scale is, for a Data Scientist, like a dream come true: the data is plentiful and well organized, and there are seemingly endless optimization problems to solve. Of course, as for any mature industry, many of the fundamental problems are already solved. Thus, when we started our work, the first questions were: what problems we can solve, and what problems should we solve utilizing the customer's data assets to create as much value as possible, in terms of both financial and customer success.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"When starting a project, our goal as consultants is to understand the challenges the customer is facing. Thus, it's natural to begin by workshopping with the customer's domain experts. In this phase, focus is the key: real-life situations always consist of many interacting variables, and the amount of details can be daunting. Filtering out irrelevant characteristics of the problem and striving to simplify a possible solution will pay off in the form of better results, faster.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"When we entered Finnair, a high-level list of important business problems had already been collected in internal workshops. Together, we prioritized this list and considered potential solutions in more detail. We quickly identified that the most useful starting point would be a mathematical model of the passengers' journeys end-to-end, to replace less accurate, higher-level indicators that were used previously. This would allow us to paint a clearer picture of upcoming and ongoing flights, leading to easier and more informed decision-making.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"2. Getting the First Version Out","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"After choosing the first problem to tackle, we set out to build a Minimum Viable Product (MVP). In software, an MVP is an application with as few features as possible to satisfy users.The goal is that after release, new features will be added in response to feedback from users. By contrast, in a Data Science product, an MVP can also involve including simplifying assumptions in a model. The idea is that it's easier to engage stakeholders in a feedback loop when they can interact with the results and validate them against their own domain knowledge. The model can then be made more complex in response to feedback, if it turns out to be inadequate.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"When starting to work on the MVP, a lot of subtle technical and data-related aspects need to be clarified with the customer. Typical questions addressed in this phase include, for instance, what are the right data sources to be used when solving the problem, and how the varying data sources need to be combined, cleaned and pre-processed for further modeling efforts. Diving into the data, formulating and validating assumptions of the models, and fleshing out initial solution designs makes it clear if the planned approach will work. From the customer’s point of view, this phase validates that the link between domain knowledge and the data is correctly interpreted and verifies that results produced by the model seem reasonable. Often, this phase also produces secondary business value as it can, for example, reveal deficiencies in data quality and clarify some aspects of existing business processes.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"In our work with Finnair, there was a great deal of domain knowledge to digest in the first few weeks in particular. Luckily, we were able to work closely together with their helpful and extremely knowledgeable staff, and we managed to have an MVP, a Python application periodically running the model and an R Shiny visualization, running in two months.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"3. Gathering Feedback and Iterative Development of the Model","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"After the MVP was running, we started gathering feedback from the customer domain experts and stakeholders. 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On the Service Map, you will find public offices in Espoo, Helsinki, Kauniainen and Vantaa, and their services, such as schools, kindergartens, health centers. In addition, the Service Map shows many other services, such as HSY's recycling points and Aalto University's services. Private services, such as tourist destinations, are added to the Service Map via the MyHelsinki interface, while, for example, events are obtained via the Linked Events interface and bookable spaces through the Varaamo online service.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"The data is available in","nodeType":"text"},{"data":{"uri":"https://www.hel.fi/palvelukarttaws/restpages/ver4.html"},"content":[{"data":{},"marks":[],"value":" REST","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":",","nodeType":"text"},{"data":{"uri":"https://kartta.hel.fi/ws/geoserver/avoindata/wfs"},"content":[{"data":{},"marks":[],"value":" WFS","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":" and XML formats. In addition, data can be downloaded in JSON format via the map interface of the Service Map. 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The Service Map is designed and implemented with the principle of accessibility first. ","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Relevant accessibility information makes using services easier\n","nodeType":"text"},{"data":{},"marks":[],"value":"The user can select the accessibility settings that suit them from the Service Map, in which case the service providers can provide the user with relevant accessibility information. If, for example, the user selects “I use a rollator” as the accessibility setting, the retrieved location page will show instructions for moving with a rollator and, at the same time, warn of possible obstacles. 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Today, Siteimprove's Tero Pesonen acts as the Service Map's accessibility expert.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"When designing digital services, every decision ultimately is reflected in the emphasis of the service being designed. For example, do you want to build the experience focused on the use of a screen reader, or is technical support for the screen reader in line with the","nodeType":"text"},{"data":{"uri":"https://www.w3.org/TR/WCAG21/"},"content":[{"data":{},"marks":[],"value":" ","nodeType":"text"},{"data":{},"marks":[{"type":"underline"}],"value":"WCAG standard","nodeType":"text"}],"nodeType":"hyperlink"},{"data":{},"marks":[],"value":" enough? The Service Map is designed on the principle of accessibility first, which means that the user experience is as effortless as possible for its various user communities.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"The City of Helsinki also cooperates with other municipal actors. 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With Polaris, the transparency and maintainability of the system status improved significantly while operating costs decreased. Nitor acted as Finnair's strategic partner in the design, realization, implementation, and management of the new system.","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"},"text":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Significant savings with a modern system\n","nodeType":"text"},{"data":{},"marks":[],"value":"Polaris is Finnair's new operational flight information system that utilizes and shares flight data-related data within the organization and with external actors. Polaris will gradually replace the previous system that has been in use for years. The new serverless solution achieves significant cost savings and enables scalability as well as flexible development in the future.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Modern technology enables easy maintenance\n","nodeType":"text"},{"data":{},"marks":[],"value":"The new solution, implemented with relevant technologies, enables the system to be maintained by Finnair's own team. Transparency of the system status is also clearly better than before. Nitor acted as Finnair's strategic partner in the design, realization, and implementation of the new system. In addition, Finnair's own development team was involved in the implementation phase to ensure smooth knowledge transfer.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Polaris connects flight information systems\n","nodeType":"text"},{"data":{},"marks":[],"value":"Polaris acts as a hub for various flight information systems. It collects information from several different systems and passes it on in a consistent format. In air traffic, there are numerous systems like these. For example, flight schedules and estimates and actualities related to their operation are information that is widely utilized in various services. Polaris collects information into a harmonized view, for example, when the airplane has landed on the runway and publishes the information through the interfaces for use by other applications.\n\n","nodeType":"text"},{"data":{},"marks":[{"type":"bold"}],"value":"The information provided by Polaris is utilized in numerous functions\n","nodeType":"text"},{"data":{},"marks":[],"value":"Polaris is widely used and it is utilized by all of the functions that require flight information at Finnair. In addition to internal systems, Polaris is utilized by Finnair's partners, such as airport operators. The data transmitted by Polaris is used in many of Finnair's own internal functions, such as operations, customer service, crew, catering, and cargo systems. 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I am proud that we succeeded in building such a comprehensive system for our customers to use in a relatively short period of time. 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In the new system, the transparency and maintainability of the status improved considerably, and Finnair was able to take responsibility for further development and maintenance. Polaris is built with a present-day mindset in the Amazon Web Services cloud utilizing Serverless and Managed Services. The infrastructure is maintained by AWS. Thanks to the solution, costs also decreased, as they are incurred mainly according to use.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Verifying the suitability of the architecture at the beginning\n","nodeType":"text"},{"data":{},"marks":[],"value":"In the implementation of the Proof of Concept phase, preliminary technology choices were made, and the suitability of the chosen architecture was ensured. The choices were backtracked during the project by, for example, introducing the correct RDS database (Aurora RDS, PostgreSQL, jsonb, GIN indexing) instead of the DynamoDB document database.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"With the help of the versioning database, the effects of each change can be monitored\n","nodeType":"text"},{"data":{},"marks":[],"value":"It was decided to implement the system in such a way that the operation of the whole is not affected by a single problem in any of the execution steps. This led to the separation of the logical execution steps implemented on Lambda through SQS queues, which are read by Lambda functions specializing in processing each message. 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The system is able to fine-tune all changes and convey the updates that interest the recipients only.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Monitoring makes it easy to deal with disruptions\n","nodeType":"text"},{"data":{},"marks":[],"value":"Polaris also implemented comprehensive dashboards for monitoring the status of the system as well as relevant alarms to, for example, identify anomalies in data flows and highlight technical and content disruptions.","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"}}},{"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"w58q9wcmirx2"}},"id":"4OnRjCVJzV3QiS7XpJVwvv","type":"Entry","createdAt":"2020-12-17T09:53:53.979Z","updatedAt":"2020-12-17T09:53:53.979Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"revision":1,"contentType":{"sys":{"type":"Link","linkType":"ContentType","id":"imageBlock"}},"locale":"en-US"},"fields":{"name":"Finnair Pilots","image":{"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"w58q9wcmirx2"}},"id":"2KH6fojVdsSgreH133BC2r","type":"Asset","createdAt":"2020-12-17T09:53:48.977Z","updatedAt":"2020-12-17T10:10:43.147Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"revision":2,"locale":"en-US"},"fields":{"title":"Finnair Pilots","file":{"url":"//images.ctfassets.net/w58q9wcmirx2/2KH6fojVdsSgreH133BC2r/45b289ab3bce6daa9a8757922ca896f1/Finnair_A350_cockpit_pilots_2.jpg","details":{"size":2246142,"image":{"width":3200,"height":2132}},"fileName":"Finnair_A350_cockpit_pilots_2.jpg","contentType":"image/jpeg"}}}}},{"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"w58q9wcmirx2"}},"id":"77mvjUWTuqXFLZrIEO9rwx","type":"Entry","createdAt":"2020-12-17T08:44:09.317Z","updatedAt":"2020-12-17T09:11:30.788Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"revision":3,"contentType":{"sys":{"type":"Link","linkType":"ContentType","id":"twoColumnTextBlock"}},"locale":"en-US"},"fields":{"name":"Finnair Polaris process","title":"A long-term partner was selected to implement the critical system","text1":{"nodeType":"document","data":{},"content":[{"nodeType":"paragraph","content":[{"nodeType":"text","value":"A well-planned start-up facilitated the migration of existing systems to Polaris\n","marks":[{"type":"bold"}],"data":{}},{"nodeType":"text","value":"The project was launched with the technological Proof of Concept phase, during which the implementation of the first data flows was tested. The concept was validated, and the solution was modified based on the findings. Together, Finnair and Nitor decided that the old system and Polaris would initially run in parallel. As data-utilizing systems were transferred to Polaris one at a time, we learned more about the needs of the interconnected systems. ","marks":[],"data":{}}],"data":{}}]},"text2":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Implementation coordination included in the project ensured smooth implementation\n","nodeType":"text"},{"data":{},"marks":[],"value":"The implementation of the new system is a challenge in all large-scale migration projects. In connection with the implementation of Polaris, it was decided to build a harmonized interface for all of the systems using flight data. Creating a common domain model for the entire organization would reduce the system maintenance burden in the future. 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The new systems were introduced in Finland during autumn 2017.","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"},"text":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"The popularity of e-commerce continues to grow","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"Posti's new parcel points are designed to serve both customers and couriers. In addition, the renewed user interface and digital system will significantly speed up Posti's internal processes.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Home delivery has become standard","nodeType":"text"}],"nodeType":"heading-3"},{"data":{},"content":[{"data":{},"marks":[],"value":"In addition to parcel points, Nitor has also been responsible for building systems for another Posti's parcel service, the home delivery lockers placed in the common areas of housing companies. These lockers bring new types of services close to consumers. Residents of dozens of new buildings all over Finland can now receive their online purchases and parcels or even food bag deliveries and fresh food from the housing company's own home delivery locker.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"italic"}],"value":"Photos: Posti","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"},"sidePanelTitle":"In brief","sidePanelCustomer":"Posti","sidePanelImage":{"sys":{"space":{"sys":{"type":"Link","linkType":"Space","id":"w58q9wcmirx2"}},"id":"3nkmpkFZokAZicL8Qk48qJ","type":"Asset","createdAt":"2021-01-28T13:00:17.978Z","updatedAt":"2021-01-28T13:00:17.978Z","environment":{"sys":{"id":"master","type":"Link","linkType":"Environment"}},"revision":1,"locale":"en-US"},"fields":{"title":"Posti-logo-small","file":{"url":"//images.ctfassets.net/w58q9wcmirx2/3nkmpkFZokAZicL8Qk48qJ/db42fc9ac5def8debe7ac38137d7f061/Posti-logo-small.png","details":{"size":9376,"image":{"width":192,"height":193}},"fileName":"Posti-logo-small.png","contentType":"image/png"}}},"sidePanelText":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Challenge\n","nodeType":"text"},{"data":{},"marks":[],"value":"Posti needed an efficient system that makes sending and receiving parcels easier.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[{"type":"bold"}],"value":"Results\n","nodeType":"text"},{"data":{},"marks":[],"value":"Nitor renewed the user interface and the digital systems of Posti's parcel lockers together with Posti's ICT team. 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It was hoped that users could use only one channel and that the tool would facilitate communication between different stakeholders.","nodeType":"text"}],"nodeType":"paragraph"}],"nodeType":"document"},"text":{"data":{},"content":[{"data":{},"content":[{"data":{},"marks":[],"value":"Strategic tool","nodeType":"text"}],"nodeType":"heading-2"},{"data":{},"content":[{"data":{},"marks":[],"value":"Listening to customers is a part of Kesko’s business strategy, and customer feedback is essential for customer experience development. Hymy is Kesko’s internal communications software that collects written customer feedback and other wishes from various channels. Hymy makes processing customer messages swift and easy as messages are directed to the right place and the right person in real-time. This allows K-retailers to tailor their store for their customers and serve them even better.","nodeType":"text"}],"nodeType":"paragraph"},{"data":{},"content":[{"data":{},"marks":[],"value":"Fluent dialogue","nodeType":"text"}],"nodeType":"heading-3"},{"data":{},"content":[{"data":{},"marks":[],"value":"With fluent dialogue, everyone benefits: Hymy provides Kesko’s grocery store personnel and K-retailers with the resources to quickly respond to feedback, create an active dialogue with customers and utilise all collected information in systematic process development. According to the store’s staff, the best thing about Hymy is the ability to respond to messages directly, at any time and anywhere. They also use this information to make their store even more attractive and customer-oriented. 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