Minun Telia – Customer Experience made easy

An on-going design partnership from 2015 to 2021, and beyond

In 2017, two of the leading Finnish teleoperators, Sonera and Tele Finland, became one seamless Telia. We had been working with them since 2015. What it meant for us was more than just changing the logo — making the Nordic brand our own, combining the two cultures, best practices, ways of working and of course, redesigning all of products and services. Before Telia, there was more than 14 different apps and digital touchpoints. As a whole they were confusing, overlapping and prone to create mistrust among customers. We knew what we had to do: simplify and unify.

After a simplification and unification process, and first Design Systems being created, the Minun Telia app was created and launched in 2017. Soon the user count doubled compared to its predecessor app(s), and then doubled again in following years. Nordkapp continues to lead the design of Minun Telia App, and Telia Design Systems in 2021 and beyond.

Creation

Users in The Core

The Minun Telia app was created together with customers, in extensive workshops, interviews and road shows. The app soon became the heart of the customership by making everyday life easy, personalized and fun. Churn decreased by 85% and the number of call-to-action clicks increased by more than 2000%. In the following years, these numbers continued to double at stable intervals.

Laying the foundation

CX Vision

The Minun Telia app project was the first thing that brought a new Telia CX vision to life. The vision was created during a transformation phase, and now guides the way towards the new and unknown.

New customership means that anyone can be Telia’s customer, with or without subscription. Transitions between B2C and B2B are blurred. A unified ecosystem is built around the customer with the help of new technologies such as chatbots, artificial intelligence (AI) and service personas.

Lifting Design Higher

Design Systems for Everybody

Championed from the start by Nordkapp, Design Systems have now spread all through Nordic Telia. Websites, apps and services are sharing a Global Design System.

Since 2017 the Minun Telia app has been constantly updated, with new design, evolving user experience, and new technical capabilities added. In 2021 the app launches its third UX refresh, based on the Global Design System. The future of Telia and Minun Telia App is built on common design. Unification and simplification spreads everywhere. Our original goal has been achieved, and continues forward into the future.