NOKIA | IT Support Platform
Beyond the Helpdesk: Reshaping IT services at Nokia with research, AI, and user-driven design.
COMPANY
Nokia
EXPERTISE
UX design
User research
Quick Prototyping
Stakeholders Management
YEAR
2024-2025
ROLE
UX Designer,
UX Researcher
| Short Case Study
As part of Nokia’s global IT transformation, we redesigned the internal support portal used by nearly 90,000 employees across 130 countries.
The goal was to unify scattered tools, improve usability, and introduce more intelligent support features, like AI-assisted help flows, while aligning the platform with Nokia’s evolving brand identity. In this second phase, we focused on validating previous research, addressing complex flows such as cost and asset management, and shaping a scalable, future-ready support experience.
PROCESS & MY ROLE
I joined the project during its second phase, working alongside internal teams to shape and prototype key service experiences. This phase built on prior research and concept work, moving from early thinking into structured design solutions.
RESEARCH REVIEW
FEATURE MAPPING
Together with stakeholders and regional representatives, we ran collaborative sessions to explore pain points and opportunities within specific journeys—especially where existing flows were fragmented or tool-heavy. This helped identify where the biggest gains in clarity, usability, and cost efficiency could be made.
STAKEHOLDER MANAGEMENT
FLOW ANALYSIS
JOURNEY MAPPING
Using these insights, I prototyped key service experiences—from navigation to search and help flows. We worked to streamline common journeys and integrate generative AI assistance, enabling employees to get faster, more relevant support. A major part of the process involved aligning interaction patterns with Nokia’s updated brand expression.
INTERACTION DESIGN
AI FLOWS
PROTOTYPING
BRAND ALIGNMENT
Throughout the process, I worked closely with internal developers to ensure feasibility, support implementation, and prepare the platform for future scaling—bridging long-term service strategy with immediate UX improvements.
USER TESTING
DESIGN ITERATIONS
We tested the new flows with employees across regions to validate usability and relevance in day-to-day contexts. I supported the testing and analysis process, ensuring insights were quickly looped back into iteration and refinement.
DEV COLLAB
FEASIBILITY REVIEW
SCALABLE DESIGN
RESULTS
The redesigned portal brought clarity and consistency to Nokia’s internal IT landscape. It enabled faster, smarter access to support, reduced internal load on service teams, and aligned the digital experience with the company’s evolving brand. The work played a key role in shaping Nokia’s long-term vision for employee-facing services and laid the groundwork for scalable future development.