Our customer, a leading Nordic telecommunications company, was focusing on improving their self-service tools and creating several new types of services for their private customers. Thus user experience was beginning to play a much bigger role in the overall customer experience than before.

Once the need for an overall user experience strategy was identified, our team was asked to help in defining the first version and kick-start the strategy development process. Several workshops with key people over a few week period helped define the key elements of the overall user experience. Our workshop tools were used to refine ideas that were already floating about and explore new ones that might have otherwise been overlooked.

Our customer has continued working towards a unified user experience and has even used the insights to evaluate suitable design agencies and recruit in-house designers that share and understand the company’s goals.

Personal comments:
Ripatti: “It’s good to see that major players are beginning to see user experience as the major part of branding that it is. Too often marketing officers dismiss service experiences as nothing they should care about.”