CLIENT: Telia Finland
DATE: 2018 - 2019
INDUSTRY: Telecommunications
ROLE: Product Designer
Project Overview
Telia, a leading telecommunications company in the Nordic and Baltic regions, partnered with Proekspert, a software development consultancy based in Tallinn, Estonia, to address a critical challenge: improving customer communication during service outages. This collaboration resulted in Säilä, a multi-channel notification system designed to reduce the impact of service disruptions for millions of Telia Finland customers.
A Centralized Communication Hub
Säilä serves as a centralized platform, allowing Telia employees to notify customers about mobile and internet outages in real time. The system’s transparency gives subscribers the ability to track issue resolutions, building trust in Telia’s commitment to prompt and accurate communication. Beyond customer notifications, Säilä also benefits Telia’s Premium Support and Customer Care teams by streamlining internal workflows.
Telia, a leading telecommunications company in the Nordic and Baltic regions, partnered with Proekspert, a software development consultancy based in Tallinn, Estonia, to address a critical challenge: improving customer communication during service outages. This collaboration resulted in Säilä, a multi-channel notification system designed to reduce the impact of service disruptions for millions of Telia Finland customers.
A Centralized Communication Hub
Säilä serves as a centralized platform, allowing Telia employees to notify customers about mobile and internet outages in real time. The system’s transparency gives subscribers the ability to track issue resolutions, building trust in Telia’s commitment to prompt and accurate communication. Beyond customer notifications, Säilä also benefits Telia’s Premium Support and Customer Care teams by streamlining internal workflows.
Transforming Alerts into Insights
As a Product Designer at Proekspert, I focused on optimizing Säilä’s navigation to streamline how customer service staff and affected customers interacted with the platform. Collaborating closely with Telia’s design team in Helsinki, we restructured key workflows to reduce friction, ensuring that outage notifications could be handled quickly and accurately.
A key part of the redesign focused on improving the alerts and notifications system to better serve customers. Our strategic enhancements included:
A key part of the redesign focused on improving the alerts and notifications system to better serve customers. Our strategic enhancements included:
· Customizable alert options: We enabled subscribers to tailor notifications according to their specific needs and preferences.
· Concise, clear messaging: Each alert was crafted to provide short, meaningful snippets of information, improving comprehension at a glance.
· Relevance and personalization: We ensured that each notification was tailored to be personally relevant to the user, increasing engagement and utility.
Impact and Results
The redesigned platform brought considerable improvements. Säilä reduced the number of customer service inquiries about outages by giving users timely, accessible information. For Telia’s Premium Support and Customer Care teams, the system reduced the need for manual messaging, improving overall efficiency. Its scalability also supported customizable messaging, allowing for early communication of network issues and maintaining a clear log of all interactions.
Impact and Results
The redesigned platform brought considerable improvements. Säilä reduced the number of customer service inquiries about outages by giving users timely, accessible information. For Telia’s Premium Support and Customer Care teams, the system reduced the need for manual messaging, improving overall efficiency. Its scalability also supported customizable messaging, allowing for early communication of network issues and maintaining a clear log of all interactions.