CLIENT: Telia Finland
DATE: 2018 - 2019
INDUSTRY: Telecommunications
ROLE: Product Designer
Project Overview
Built in partnership with design agency Nordkapp, Minun Telia transformed Telia's existing web portal into a native mobile application, responding to growing customer preference for digital self-service. The app centralizes subscription management, invoice payments, and service activations, with added features like push notifications and multi-language support. It provides users with a clear overview of their subscriptions, data usage, and billing through intuitive dashboards, while reducing customer care workload by allowing users to handle routine tasks independently.
Self-Service Made Easy with a Native App
Our design team navigated several complex challenges while shaping the Minun Telia experience. The most significant hurdle was accommodating diverse technical proficiency among Telia's user base. We also worked within strict technical parameters, as the app integrated with multiple backend systems for billing and customer data. This required collaboration with engineers to create solutions that delivered real-time information while maintaining performance.
The design and technical solutions had an immediate and significant impact: after launch, Minun Telia's monthly unique users grew by over 300%, while the customer care department’s workload decreased. With over 90% of web services available in the mobile app, customers could manage their accounts independently, which led to a sharp decline in support center requests and operational costs.
Built in partnership with design agency Nordkapp, Minun Telia transformed Telia's existing web portal into a native mobile application, responding to growing customer preference for digital self-service. The app centralizes subscription management, invoice payments, and service activations, with added features like push notifications and multi-language support. It provides users with a clear overview of their subscriptions, data usage, and billing through intuitive dashboards, while reducing customer care workload by allowing users to handle routine tasks independently.
Self-Service Made Easy with a Native App
Our design team navigated several complex challenges while shaping the Minun Telia experience. The most significant hurdle was accommodating diverse technical proficiency among Telia's user base. We also worked within strict technical parameters, as the app integrated with multiple backend systems for billing and customer data. This required collaboration with engineers to create solutions that delivered real-time information while maintaining performance.
The design and technical solutions had an immediate and significant impact: after launch, Minun Telia's monthly unique users grew by over 300%, while the customer care department’s workload decreased. With over 90% of web services available in the mobile app, customers could manage their accounts independently, which led to a sharp decline in support center requests and operational costs.
✔︎ Identifying Pain Points
Partnering with Telia's customer success team in Helsinki was key to identifying bottlenecks and user pain points, laying the groundwork for improvements that directly addressed real customer needs.
✔︎ Designing for Evolution
We carefully built the Minun Telia mobile application with a flexible architecture to support continuous iteration — essential for telecom products where pricing, features, and promotions change frequently.
Partnering with Telia's customer success team in Helsinki was key to identifying bottlenecks and user pain points, laying the groundwork for improvements that directly addressed real customer needs.
✔︎ Designing for Evolution
We carefully built the Minun Telia mobile application with a flexible architecture to support continuous iteration — essential for telecom products where pricing, features, and promotions change frequently.