Norwegian Arctic Student Housing
Modernizing and digitalising the customer support journey for modern living standards.
A project incentivising collaboration between 6 individual company departments.
Project Details
In 2025, I was tasked with production and management of an internal project addressing the work-flow of more than 3500 users, and 6 internal departments at Norges Arktiske Studentsamskipnad, across the regions of Tromsø, Alta, Harstad, Narvik and Svalbard.
Several company departments encountered a steady growth of customer support inquiries year-on-year. By consulting with internal department leaders, we set out an initiative to digitalise the customer-support flow.
The former customer support journey.
Students living at Samskipnaden would send digital inquiries for any issues related to their services and living areas. Students were incentivised to inquire about anything and everything, resulting in a large growth in yearly customer support cases.
As seen in the video, students would merely access the company website, and click one button to send an inquiry.
With yearly customer inquiries growing, the company wanted to address the issue.
Data analysis
The process started with reviewing and analysing 19 years of inquiry data. This data was then structured into models, which the project-board could leverage into educated decision-making.
Along with this process, in-person customer interviews were performed to highlight the customers main pain-points, as well as conversations and interviews within each department of the company.
Previous case-studies done in collaboration with the local university were also utilised.
This data will not be publicised.
All this data combined painted a clear image of what students needed help with the most. It became obvious that students wanted more tools for “self-help” when encountering issues with their student housing experience.
The solution
After rigorous user conversations, as well as speaking with other industry actors encountering the same growth in user inquiries, I drew up a solution in Figma.
Doing so I also took the liberty of re-designing the whole “My Page” section of the website, by restructuring the navigation bar and adding additional colour (compared to video above).
Utilising insights from the Janitor department, as well as customer support department, the solution is intended to first make the student specify who they want to contact.
Once specified, the user is then presented with examples of problem areas and pain-points they might need support with. Dialogue with other actors in the industry revealed their most common issues faced by students matched our own findings.
Text outlining solutions and support were constructed for more than 25 individual customer pain-points in coordination with company departments, which was then further structured into categories, divided by which department the student wanted to contact.
The main goal with this customer support journey is to provide friction in the customer process, filtering out low priority issues that customers can solve on their own.
After specifying what areas they need help with, they are presented suggestions to common problems, and how they can easily solve them on their own. Users who still require assistance, can simply press “no, I still need help”, in order to reach customer support.
Results
The solution was beta tested for a portion of the residents from April 22nd 2025, until May 5th. Initial results showed 49.5% got sufficient help, and did not send in a support inquiry after navigating the solution.
From May 5th 2025 the solution has been rolled out to all residents, reaching further success giving over 40% of users sufficient help, not needing to contact customer support.
