Amili, a member of the Visma Group, set out to reform the claims management and collection industry by building the modern Amili 360 customer portal together with Arado and Taiste. The project, implemented together from vision to implementation, resulted in a scalable, secure and user-driven platform that brings Amil's services together.
Amil has big plans. The goal of the specialist company in debt collection and debt management is to become the technology leader in its industry and there is enough to do — according to Juha-Pekka Saarinen, the company's technology and product director, the industry is stuck in many parts in the 2000s. There are huge opportunities to improve the customer experience, gain access to new technologies and better serve customers.
Amili found Arado as a partner and together we implemented a complete overhaul of the Ameli 360 customer portal. Arado's partner in the project was Taiste, which carried out user testing and user interface development related to user experience development.
Amili 360 is a collection customer portal that allows access to all Amil services securely through the same portal. The plan is to develop the portal into a comprehensive claims management platform that collects information and bulletins related to a single topic.
Watch the video to see how the process progressed in collaboration with Amil, Arado and Taiste, from design to implementation!
CLIENT
Amili
INDUSTRY
Restaurant services
SERVICES
Service Design, Software Development, Continuous Improvement, Internationalization
ACCOUNT MANAGER
Mika Willberg
CLIENT WEBPAGE
Amili is a comprehensive receivables management and collection product house that emphasizes both technology-driven and human contact.
Now Amili wants to shake up its industry and be a trendsetter by investing in technical development and service experience. In the development of services, there was a special focus on ensuring that each interaction with the customer base is value-generating and time-saving for customers. This ensures a first-class customer experience and ensures that Amil remains an interesting partner for its customers in the future.
According to Juha-Pekka Saarinen, the claims management and collection industry has been plagued by reactivity for a long time: there is a solution to customers' problems, as long as they first contact the service providers themselves.
Juha-Pekka sees that there are many opportunities for developing services to be more proactive and bringing them close to users will be successful through the use of new technology effectively. This is not only smooth service, but also an empathetic way in keeping with Amil's brand to face its customers.
In the development of Amil's services, Juha-Peka believes that the overall improvement of their user experience is particularly important. In practice, this means, for example, bringing the user experience close to customers as part of their ERP systems and moving different services behind a single sign-on to a single sign-on portal.
Juha-Peka's desire is to elevate Amil's user experience to the market leader, so it was important to take into account the user-friendly and intuitive UI as well when it comes to usability.
The vision is nothing without its executor, and by doing it alone, technology solutions that take industries forward are rarely created. Juha-Pekka brought Arado's CEO, Anssi Soinu, into the vision process. In addition to his CEO job, he also works as a full-time consultant in customer work. In support of Juha-Peka's vision, Anssi was able to bring ideas and ideas from other projects and other industries in support of Juha-Peka's vision, thereby clarifying the vision of Amil's longed-for reforms.
On this basis, Arado, together with Amil, set out to take the vision further and put it into practice.
The collaboration between Arado and Amil began with the Solution Vision Workshops led by Mika Willberg, co-founder of Arado, who is also an active consultant. In the workhops, the product vision was clarified and documented together with the management and product team in the format to be considered and the measures necessary for its implementation were formulated into a clear and feasible road map.
Face-to-face vision work in the same space allowed discussion in an open and honest atmosphere, where the plan could be jointly developed going forward and also challenge the assumptions involved.
As a result of the Solution Vision workshops at Arado's facilities, Amil and Arado shared a vision that could be implemented together effectively after planning. The name of this vision was Amili 360 and included clear improvements in both the availability of the services and their user experience.
The scope of the first phase of the project roadmap was the implementation of a single sign-on solution between the services provided by Amil. We wanted to connect the services to the same portal to make it smooth, secure and secure for Amil customers.
With a good plan, the implementation was achieved quickly. According to Tero Salminen, Product Manager at Amili 360, the implementation was achieved: “From idea to implementation in two months, which was really fast.”
Product vision is heavily involved in the use of artificial intelligence to improve the user experience. Artificial intelligence helps in the initial stages, for example, when entering individual invoices, and automatically completes the invoice lines on behalf of the user.
However, users need not worry about the dissemination of their knowledge for educational use, as the development of the system has ensured that the material it produces is not used to train other language models.
According to Tero Salminen, this project has also been important for them in terms of developing operating methods, as it brought MVP thinking strongly into Amil's development processes.
In the Solution Vision workshops, the implementation had already been dismantled into viable entities and the design phase had taken into account the size of the value-generating units to move forward as quickly as possible.
From the very beginning, the vision of Amil 360 emphasized the radical improvement of the user experience and who would be a better partner to implement this than Awarded at the European Design Awards Taiste. Matias Jansson joined the project at a time when Arado and Amili had already done preliminary service design and developed general guidelines for user experience. Based on these plans, Matias implemented user testing for Amil and built the final user interface.
The goal of the project was to create a user experience consistent with Amil's brand: smooth, uncomplicated and friendly. On this basis, it was natural to start building an easily approachable, responsive and accessible user experience.
Based on the service design, Matias, together with the working group, created the first prototype of the service using Figma Make artificial intelligence tool, which allowed us to quickly switch to user testing with its future users. Using the data from the tests, it was possible to effectively develop the user interface from prototype to finished product.
User testing highlighted the need for clarity and the new interface takes into account the fact that it is easy to follow the progress of the invoice and its various steps are clearly described. In this way, when using the services, information electricity is avoided and relevant information is always available.
“Our customers are used to using fairly old-fashioned user interfaces. With these reforms, we hope that ease and clarity will be the things we will be known for in the future.”
The collaboration between Amil and Arado took place in a mutually appreciative atmosphere. Juha-Pekka Saarinen and Tero Salminen, who participated in the project from Amil, particularly appreciated the ability of Aradolese people to communicate and take the project forward professionally. On this basis, it is easy to continue the cooperation going forward, and the reforms in the future will by no means remain only in Amili 360.
Juha-Pekka values openness, the ability to communicate effectively and professionally develop and challenge ideas in their partners. In his opinion, when working with Arado, these all came together nicely: Arado has a bundle of iron-fisted professionals with whom the original vision was developed to move forward boldly challenging the status quo. Everything we do exudes professionalism and pride in our own making.
Juha-Pekka recommends Arado for projects where you start from scratch to develop something new - whether it's a new service for an existing system or a completely new product. In this way, the work starts from the beginning together with the professionals and the project is also brought to the finish line with solid know-how. According to Juha-Peka, the investment used in consultants will get the best margin when the work is done from the beginning together with professionals.
Tero Salminen believes that communication is the single most important factor in cooperation after implementation, and he praises the ability of Aradolese people to maintain communication and to move the project forward with it. In particular, Mika Willberg's way of leading the Solution Vision workshops was praised: “The workshops were well run and especially Aradon Mika's ability to understand our needs and write them for documentation was excellent.”
The appreciation between Amil and Arado is mutual and Anssi shares the idea that open communication and atmosphere are especially important in software projects to guarantee success. Working together openly allows Amil's success to be in the best interests of everyone involved in the project and ensures that it can be pursued as a team.
In our partners, I value openness, transparency, professionalism and pride in their own professional skills. When working with Arado, all of these things come true: expertise is present all the time, communication is active and understandable, and work is done together without unnecessary me-you setup.
Anssi thinks it is particularly great that Amil has taken the courage to reform the old systems. Anssi also challenges other companies to boldly start sparring with new ideas and practices with a good partner.
Cooperation between Amil and Arado will continue from now on. In the field of inheritance and receivables, big reforms are coming, which will be visible and heard in the coming years!
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