TELIA FIN
Minun Telia
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Client Overview
As a leading force in Finland's telecommunications landscape, Telia offers an all-encompassing suite of services, from mobile and broadband to TV and fixed telephony, catering to both consumer and business needs. The company's impressive reach, serving over 4 million customers and controlling nearly a third of the Finnish telco market, underlines its instrumental position in fostering digital innovation and connectivity across the country.
Challenges
Fragmented Digital Ecosystem: Following the merger of Sonera and Tele Finland, Telia encountered obstacles in providing a cohesive customer experience. Despite offering a feature-rich self-service portal for subscription management, the multitude of apps and digital touchpoints left customers feeling disoriented and overwhelmed.
Need for Mobile-First Approach: Recognizing the shift towards mobile browsing, Telia aimed to consolidate and simplify its digital offerings. The company set out to develop a unified platform that embraced the mobile-first trend, enabling customers to manage their services across all devices.
Need for Mobile-First Approach: Recognizing the shift towards mobile browsing, Telia aimed to consolidate and simplify its digital offerings. The company set out to develop a unified platform that embraced the mobile-first trend, enabling customers to manage their services across all devices.
Product Overview
To address these challenges, Telia partnered with Proekspert and design agency Nordkapp to develop Minun Telia. This mobile native application allows users to manage subscriptions, process payments, and activate features more easily. Minun Telia's personalized dashboards provide data usage tracking and billing information, improving user engagement while reducing the workload on support teams.
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Project Objectives
Several key business requirements drove the development of Minun Telia:
• Deliver a visually appealing and user-friendly interface that maintains service consistency across all platforms.
• Implement a phased development approach, starting with iOS to identify and address potential issues before expanding to Android.
• Incorporate multilingual capabilities and push notification features for improved user engagement.
• Design a flexible system allowing for customizable offer presentations to suit diverse B2B customer needs.
• Establish a streamlined communication process with a single point of contact for efficient information sharing and customer satisfaction.
• Deliver a visually appealing and user-friendly interface that maintains service consistency across all platforms.
• Implement a phased development approach, starting with iOS to identify and address potential issues before expanding to Android.
• Incorporate multilingual capabilities and push notification features for improved user engagement.
• Design a flexible system allowing for customizable offer presentations to suit diverse B2B customer needs.
• Establish a streamlined communication process with a single point of contact for efficient information sharing and customer satisfaction.
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User Research & Design Validation
Throughout the project, our product team collaborated with Telia's designers and the talented staff at Nordkapp, who spearheaded the user research efforts. Together, we looked into A/B testing results and examined data from tools like Hotjar to gain deeper insights into user behavior and preferences. We also closely reviewed Telia's customer care feedback, working alongside various business units to ensure we effectively addressed customer needs.
To maintain alignment and validate our progress, we held regular meetings at Telia's headquarters in Helsinki. These demo sessions allowed us to share wireframes and prototypes, collect feedback, and secure necessary approvals. This approach ensured that our final designs aligned with user expectations and business goals.
To maintain alignment and validate our progress, we held regular meetings at Telia's headquarters in Helsinki. These demo sessions allowed us to share wireframes and prototypes, collect feedback, and secure necessary approvals. This approach ensured that our final designs aligned with user expectations and business goals.
Wireframing
By the time I joined the team working on the JELD-WEN portal, low-fidelity wireframes for the platform had already been created. My role was to validate these wireframes before presenting them to our clients, ensuring they met all business requirements.
Over several sprints, I worked with the engineering team to assess the feasibility of the solutions and collaborated closely with the PO to ensure alignment with business needs. The initial wireframes presented to the team showed promise but required further refinements, which were added directly to the hi-fi prototype because of time limitations. The final design was built using a simple component library aligned with JW's brand guidelines.
Design Improvements
The final iteration of designs for the Safety & Work portal revealed several improvements compared to the initial ideas generated at the project's outset. By collaborating closely with the client, we identified opportunities that were not apparent during the exploratory phase. These insights were transformed into design solutions that streamlined user flows and enhanced the overall user experience of the portal. Below are examples of strategies implemented in the initial version rolled out to JELD-WEN.
Step-by-Step Process: We have implemented a clear, step-by-step process for acknowledging new safety instructions. The "Read, Review, and Acknowledge" method effectively guides users through their requirements.
Personalized Dashboard: A dedicated section enables users to easily access newly released safety instructions, with important and pending actions highlighted through banners for quick visibility and efficient access.
Personalized Dashboard: A dedicated section enables users to easily access newly released safety instructions, with important and pending actions highlighted through banners for quick visibility and efficient access.
Visual Indicators: Badges and icons have been utilized to mark unread safety instructions and pending acknowledgments. This allows users to quickly identify their next steps without excessive navigation.
Filter by Status: Users can filter instructions by status, such as "New," "Pending," or "Completed." This feature helps workers prioritize tasks effectively, allowing them to focus on the most relevant instructions first.
Alert Types: Different urgency levels for new safety instructions are clearly highlighted. Critical updates are pinned to the top of the screen until they are acknowledged, ensuring users prioritize important information.
Completion Status: A progress tracker is displayed for each user, showing the percentage of safety instructions reviewed and acknowledged. This feature assists users in monitoring their compliance status effectively.
Results
The designs for the Work & Safety Instructions portal have been approved by both the internal team and the client, and successfully handed over to the engineering team for implementation. Even though my involvement in the project was short, it was incredibly insightful. I gained valuable experience designing for compliance-focused user flows, balancing accessibility and clarity. I also learned how to effectively apply HCI principles to make compliance intuitive, ensuring that critical safety information is accessible and easy to follow for all users.