CLIENT: Telia Finland
DATE: 2018 - 2019
INDUSTRY: Telecommunications
ROLE: Product Designer
Project Overview
As a key player in the Finnish telecommunications landscape, Telia Finland provides a comprehensive range of services, including mobile, fixed telephony, broadband, and TV, to both consumers and businesses. Part of the larger Telia Company, it secured nearly 30% of the market by 2022, highlighting its leadership and commitment to delivering reliable services across the country.
With a focus on innovation, Telia has continuously sought ways to enhance customer experience and reduce reliance on support teams. One of its most significant initiatives toward this goal is Omat Sivut, a self-service platform that gives users control over managing their telecom services.
Omat Sivut, developed in partnership with Proekspert and Nordkapp, offers users a streamlined experience for handling their subscriptions, payments, and service activations. With personalized dashboards that track data usage and billing insights, the service not only enhances user engagement but also significantly reduces the need for customer support.
Design Challenges
As part of the Omat Sivut team, I played an important role in shaping the platform’s user experience. Working together with teams in Tallinn and Helsinki, we tackled different design challenges. One of the first hurdles we had to overcome was ensuring smooth multilingual transitions without compromising the overall UX. In a diverse market like the Nordics, where language inclusivity is critical, this required designing interfaces that catered to multiple languages while maintaining the platform’s logical flow.
As a key player in the Finnish telecommunications landscape, Telia Finland provides a comprehensive range of services, including mobile, fixed telephony, broadband, and TV, to both consumers and businesses. Part of the larger Telia Company, it secured nearly 30% of the market by 2022, highlighting its leadership and commitment to delivering reliable services across the country.
With a focus on innovation, Telia has continuously sought ways to enhance customer experience and reduce reliance on support teams. One of its most significant initiatives toward this goal is Omat Sivut, a self-service platform that gives users control over managing their telecom services.
Omat Sivut, developed in partnership with Proekspert and Nordkapp, offers users a streamlined experience for handling their subscriptions, payments, and service activations. With personalized dashboards that track data usage and billing insights, the service not only enhances user engagement but also significantly reduces the need for customer support.
Design Challenges
As part of the Omat Sivut team, I played an important role in shaping the platform’s user experience. Working together with teams in Tallinn and Helsinki, we tackled different design challenges. One of the first hurdles we had to overcome was ensuring smooth multilingual transitions without compromising the overall UX. In a diverse market like the Nordics, where language inclusivity is critical, this required designing interfaces that catered to multiple languages while maintaining the platform’s logical flow.
Another core challenge was handling sensitive billing and usage data in a way that balanced transparency with security. As customer trust is key, it was crucial to provide clear, easy-to-understand information while ensuring strict privacy standards were met.
To overcome these challenges, our cross-departmental team adopted a proactive process that focused on addressing the main user pain points. By collaborating closely with Telia’s customer service teams in Helsinki, we were able to analyze case backlogs and transform common customer issues into design solutions.
Conclusion
The redesigned Omat Sivut platform successfully launched, resulting in igreater confidence in managing telecom services independently. By simplifying previously complex tasks and providing a secure, transparent interface, the platform led to a marked reduction in customer support inquiries.
To overcome these challenges, our cross-departmental team adopted a proactive process that focused on addressing the main user pain points. By collaborating closely with Telia’s customer service teams in Helsinki, we were able to analyze case backlogs and transform common customer issues into design solutions.
Conclusion
The redesigned Omat Sivut platform successfully launched, resulting in igreater confidence in managing telecom services independently. By simplifying previously complex tasks and providing a secure, transparent interface, the platform led to a marked reduction in customer support inquiries.