Nordkapp and Telia have built a strong and successful partnership, resulting in several innovative and user-centric products and services. This partnership has helped Telia stand out in a crowded marketplace and has been recognized as a benchmark in both the design and telecommunication industries. The collaboration between Nordkapp and Telia has been essential to creating digital products that meet customer needs and enhance their experience with the brand.
Telia, a leading Finnish telecommunications company, was facing a major challenge in the aftermath of a merger between Sonera and Tele Finland. Customers were left feeling confused and mistrustful due to the proliferation of apps and digital touchpoints. Telia needed to simplify its customer experience and provide a unified platform that would help customers easily manage their services.
Solution
Telia turned to Nordkapp, a Helsinki-based design agency, to help redesign its customer portal and create a new mobile app. Nordkapp worked closely with Telia's developers and product managers to create a new customer portal that was intuitive, user-friendly, and visually appealing. The result was a resounding success, and Telia was thrilled with the outcome. Nordkapp and Telia continued their partnership on various initiatives, including the development of new digital services.
The Minun Telia app was created in response to the merger and became the heart of Telia's customership. Nordkapp and Telia worked together to create an app that would simplify Telia's customer experience and provide a unified platform for managing services. The app was designed with the needs and preferences of Telia's customers in mind. It created easiness, value, delight, and sociality for Telia's customers, including B2B customers. Within less than a year of its launch, the app's usage almost tripled compared to the old Sonera app. Churn decreased by 85%, and the number of call-to-action clicks increased by more than 2000%. The Minun Telia app project was the first thing that brought Telia's new CX vision to life.
Co-Creation
One of the keys to the success of Nordkapp and Telia's partnership is their commitment to co-creation. The co-creation tour had 976 eager applicants. 72 participants were selected across 3 cities, and during the co-creation tour, and 540 pages of ideas were generated.
The co-creation tour was the most memorable step on the journey. The mission was to step out of Helsinki and meet customers in person, listen to their thoughts and opinions around Finland, in the hope of finding some interesting yet opposing opinions. Ideas were flying in teams of four or five participants, where they told stories about their daily routines and interests as well as created new concepts together. The conclusion? They wanted more control, ease, personalization, and small gestures of appreciation. "I'm not asking the moon from the sky, but just small delightful moments to share with my family", said one participant.
Impact
The Minun Telia app project was a resounding success. Telia's customers now have access to a unified platform that simplifies their experience and meets their needs. 85% decrease in churn between app users vs regular user, 73% increase in app use compared to previous app, 2128% increase in call-to-action clicks, and soon 300K users are just some of the numbers for the app.
The partnership between Nordkapp and Telia has resulted in the creation of innovative and user-centric products and services, and the co-creation tour helped them to involve customers and other stakeholders in the design process. Nordkapp and Telia have continue to work together for years after this to create more products and services that help Telia to stand out in a crowded marketplace.
