The services of the neoclassical and atmospheric Yrjönkatu swimming hall, built in the 1920s, will be developed to be even more customer-oriented and environmentally friendly – while also respecting traditions and the magnificent atmosphere of the location.
The overhaul has been prepared with Helsinki residents in mind, as in order for the project to be a success, it must be supported with information about residents’ needs, wishes and opinions. Helsinki residents were invited to take a kerrokantasi.hel.fi online survey between 30 November 2021 and 12 January 2022, resulting in a whopping 968 ideas and opinions regarding the development of the services of the swimming hall.
“It has been inspiring to see how important a location Yrjönkatu is and how passionate people are about it. In many ways, the process has been rewarding to the entire team, and we are enthusiastic about building the future service experience of Yrjönkatu,” says Yrjönkatu swimming hall Team Supervisor Kara Koskinen.
Based on the responses to the online survey, the most significant factor shaping the customer experience at the Yrjönkatu swimming hall is the architecturally valuable and unique milieu that was designed in the neoclassical style and provides conditions for a relaxing and calming spa experience. The authentic atmosphere of the hall and the “time travel” it provides is a factor that greatly motivates customers.
Helsinki residents expressed a wish that the original style be preserved – at the level of details as well. They want the solutions to fit the spirit of the original time of construction and extend to as many details as possible, such as the guideposts, the signs and the ticket office. Another wish of the residents was that the project avoid striving towards efficiency, speed and excessive stimuli at the expense of the calm atmosphere and the overall beauty of the environment.
In the words of Helsinki residents: “I hope that Yrjönkatu will remain a part of people’s everyday experience, i.e. retain its nature as a place that is luxurious without being fancy. Yrjönkatu is not a modern day spa, but a unique product of its time,” and “...it represents a temporal layer of the city in residents’ lives that is an essential part of a European city.”
People’s responses to the online survey also highlighted other areas of development related to communications, customer service culture, guideposts and the availability of information. Plenty of perspectives were also provided on the entrance lobby, the pools, the saunas, the toilets, the showers, the changing and locker rooms, accessibility and the lighting. The traditions and rules of Yrjönkatu – swimming naked and separate time slots for women and men – were a common topic of contemplation. In general, residents did not want to radically change the services, but minor improvements were proposed in terms of events and catering services.
The project utilised service design in the creation of facility and guidepost concepts and a customer service model guide. The work, carried out in collaboration with design agency Rune & Berg, included an intensive co-development phase involving both the staff and customers of Yrjönkatu in the autumn of 2022. The concepts were completed in February 2023 and will be utilised in further planning and design processes.
Because the location in question is a significant cultural environment in Helsinki, the City Museum is actively involved in the project.
The project plan for the swimming hall renovation was given green light 20 April 2023 by the Buildings and Public Areas Sub-committee of the Urban Environment Committee. The City’s Culture and Leisure Committee will decide on supporting the plan on 25 April 2023. The decision on approving the project plan will be made by the City Council.
