Due to personnel reductions, the Population Register Centre’s premises in Helsinki were proving too large. To achieve greater efficiency and save on the cost of premises, new premises were sought for the agency. Throughout the various phases in developing the working environment, management and working methods were identified in support of the strategy, and the goals of long-term changes were modelled along with solutions for executing changes successfully. The inclusive interior design process involved studying the customer experience and the visibility of the Population Register Centre’s brand as part of the service and in the interior design. The brand analysis and the customer experience played a key role in the process, and work was done on the functions and appearance of various premises over several workshops.