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Operations, General Inquiries
Matti Mölsä
Interim Managing Director, Partner
+358 40 727 3094matti@nordkapp.fi
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Ilkka Haavisto
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+358 40 511 9038ilkka@nordkapp.fi
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Sami Niemelä
Partner, Strategic Designer
+358 50 528 9265sami@nordkapp.fi
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Elisa Lipponen
Finance and operations specialist
+358 45 270 3604elisa@nordkapp.fi
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Telia
Strategic CX Transformation Partnership
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Client

Telia

Years

2015–Current

Team
Teppo Kotirinta
Teppo Kotirinta
Shakti Dash
Shakti Dash
Annukka Alasko
Annukka Alasko
Sami Niemelä
Sami Niemelä
Petri Lattu
Petri Lattu
Topias Teirikko
Topias Teirikko
Panu Rekola
Panu Rekola
Beatrice Borgström
Beatrice Borgström
Eero Pailinna
Eero Pailinna
Helmi Domínguez Vanha-aho
Helmi Domínguez Vanha-aho
Jiyoung Son
Jiyoung Son
Joonas Jahkola
Joonas Jahkola
Maria Lopez
Maria Lopez
Matti Mölsä
Matti Mölsä
Valeria Goryachaya
Valeria Goryachaya
Read the case-study ↓Get in touch ↓

Strategic CX Transformation Partnership


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.

Challenge


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:

* B2C  & B2B Self-service mobile app - Read more

* B2C & B2B Self-service webservices

* B2C & B2B eShop

* Customer support service

* Various TV services and products

* eSport branding and webservices

* Future Transformation app, product offering, eShop, etc.

* Multiple Design Systems for various app and webservices

* Voca - Telia's Global Design System - Read more

Telia eSports website and logo by Nordkapp
Voca - Global Telia Design System