The Integration Port is a newcomer information and support helpdesk based in Jakobstad. It was opened 18.10.2016 as a result of an EU-funded development project running at the Integration Unit in the Jakobstad Region. The aim of the service that is offered by the Integration Port is to support the integration process of all newcomers in the Jakobstad region (Jakobstad, Nykarleby, Kronoby, Pedersöre and Larsmo), regardless of background, by providing them with the help and information that they need.

The research for this thesis, in the form of a Service Design study of the Integration Port, includes the following methodologies: observation, workshops, benchmarking, interviews with both customers and stakeholders, brainstorming sessions a survey questionnaire. Tools such as personas, customer journeys and service blueprints have been developed to aid in the design process.

The study was conducted to ensure that the Integration Port is exploring, and taking advantage of, every opportunity to reach its target groups as well as analysing the options available to establish an optimally functioning service.