Nordkapp and Telia, a prominent Nordic telecommunications company, have been in a strategic partnership since 2015. Throughout the collaboration, Nordkapp has contributed to Telia's transformational efforts through foresight, vision, strategy, and lean product and service design.
Nordkapp's contributions to the partnership include the establishment of the Telia Internal Customer Experience Team, leadership recruitment, the implementation of new work methodologies, brand renewal, the creation of a shared customer experience vision, and the development of innovative products and services.
In 2023, Nordkapp remains the sole external design agency for Telia, and the partnership has grown stronger over time. Nordkapp's services have focused on customer experience vision and strategy, strategic foresight, service and digital product design, transformation, and design systems.
This partnership has been ongoing for eight years, spanning across multiple programs, departments, and projects, demonstrating the long-term success and value of Nordkapp's contribution to Telia's business.
At the start of the partnership, Nordkapp worked closely with the Telia to conduct extensive user research and analysis. The goal was to understand the pain points of the company's existing digital products and services and identify opportunities for improvement. Basically Telia needed to improve its customer experience and digital presence to stay competitive in the industry, but also change how it operated.
Early Finnish Design System workshop
Solution
With the knowledge gained from user research and analysis, Nordkapp developed a comprehensive design strategy that would guide the redesign of the company's digital assets. Nordkapp and Telia company collaborated on a range of projects, including the redesign of the company's websites, self-services, mobile app, the development of new digital products and services, and the transformation of the company's customer experience. One of the most significant projects was also implementing a new common brand for the merging companies.
Latest version of My Telia application, designed by Nordkapp.
Impact
The partnership led to the development of a streamlined and easy-to-use customer service platform that incorporated chatbots, self-service tools, and real-time support from customer service representatives. The platform improved the overall customer experience, making it easier for customers to get support and reducing the workload for customer service representatives. The success of the customer service transformation project cemented the partnership between the Telia and the Nordkapp. Even though Telia has grown to a point where they could handle some design needs in-house, they recognize the value of UX design and continue to rely on the transformative expertise of Nordkapp. The partnership has lasted for almost a decade, and today Nordkapp is the only external design agency working with Telia.
A non-comprehensive list of products designed during this cooperation:
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