A redesign of Telia Sverige's subscription management portal (Mitt Telia), enhancing the logged-in experience to match their new app and introducing Telia-Familj - a feature that lets families view and select bonuses for all members connected to their household. This first-to-market solution simplified bonus management for Telia's customers while setting a new industry standard.
Challenge
Mitt Telia's legacy infrastructure presented a unique challenge where
straightforward design solutions often encountered technical limitations. The
project required constant collaboration between design and development to find
solutions that improved user experience while respecting system constraints.
The main challenge in designing Telia-familj was creating a simple user
experience for complex household bonus scenarios. When multiple family members
have active bonuses, how do we clearly communicate the impact of changing these
selections? The design needed to guide users through these decisions while
keeping the interface intuitive and preventing confusion.
Internal
The design process combined regular team testing with customer interviews, ensuring solutions worked both technically and for end users. External feedback Was particularly valuable in understanding how families would interact with the new bonus selection feature, as well as hearing their preferences and wishes for what kinds of bonuses they hoped to receive.
Mitt Telia
The redesign aligned selected pages with Telia's new app design language, while other sections received focused improvements to information hierarchy and content structure. This phased approach, guided by stakeholder priorities, allowed for meaningful improvements even where full redesigns weren't implemented.
Telia-familj
Designing this new bonus management feature required careful consideration of various user scenarios and edge cases. While family creation remained tied to legacy systems, the rest of the interface followed Telia's new design language. Key focus was placed on handling complex situations like simultaneous bonus selections and new user onboarding, ensuring a smooth experience regardless of user circumstances.
If the invitee doesn't have an account on Telia, it needs to be created and it can take up to 5 minutes before the user can proceed
Benefit swaps are limited to once every 30 days
The project successfully modernized key areas of Mitt Telia while introducing Telia-Familj - the company's first household bonus management feature. By carefully balancing design improvements with technical constraints, the project delivered an intuitive interface that simplified complex family bonus scenarios. The new design aligned with Telia's app experience, setting a foundation for future portal improvements while providing customers with a clearer way to manage their household benefits.