Brief + Research
Knowledge about consumer law has been in decline among both businesses and consumers in Finland. From light disputes and misunderstandings to heavy legal cases, the Finnish authorities are trying to motivate entrepreneurs to properly implement consumer rights into their business.
We began by holding interviews with both SMEs, government agencies and other stakeholders to understand the problem and to gather underlying assumptions. We discovered that information about Consumer Rights is inaccessible, and that for many, the concept of Consumer Rights is completely intangible.
We began by holding interviews with both SMEs, government agencies and other stakeholders to understand the problem and to gather underlying assumptions. We discovered that information about Consumer Rights is inaccessible, and that for many, the concept of Consumer Rights is completely intangible.
Collaborative working session with FCCA employees.
Map with tasks for starting entrepreneurs, linked to the various government administrations.
Sense Making + Prototyping
By tracing the steps a new entrepreneur has to go through to set up a business, we mapped the different government agencies that are already in touch with starting entrepreneurs. This way, we could connect already existing services and include Consumer Rights in the bundle of tasks that are required from the beginning.
After prototyping and testing several information artefacts with business owners and authorities, we figured out who should receive what information at what point in time.
After prototyping and testing several information artefacts with business owners and authorities, we figured out who should receive what information at what point in time.
Proposal
As a solution to the brief, we built the program Consumer Rights Covered (CRC). It’s a 3-step integration process for new entrepreneurs to understand, implement and maintain the relevant consumer laws.
It provides consistent and comprehensive information about Consumer Rights to new small and medium enterprises throughout the first year of building their business via a combination of offline materials, online platform, and means of communication. We suggest this would be a sub brand of the FCCA that focuses on new entrepreneurs.
It provides consistent and comprehensive information about Consumer Rights to new small and medium enterprises throughout the first year of building their business via a combination of offline materials, online platform, and means of communication. We suggest this would be a sub brand of the FCCA that focuses on new entrepreneurs.
A folder as a part of the CRC service with logo (top right) by Rachel Son and illustrations by David.
Rapping about Consumer Rights
Since the topic of Consumer Rights is rather intangible and boring, I decided to make a little rap song as an example for the FCCA to get the attention of entrepreneurs for the issue.