Hi, I'm Tommi Tikkanen
I have almost 20 years of experience of solving problems via digital design and other methods. I am curious learner of new and an efficient creator of appealing digital experiences.
Work
2021-2024
Vincit / Alko
My responsibility was the user experience in multiple channels for both consumers and Alko's internal users. My design work covered variety of channels and services, e.g. Alko app, alko.fi, internal app for store personnel etc.
Role also included sparring with number of stakeholders and conduction + aiding service designers in workshops, retros and other ceremonies.
Skills
UX / UI Design
Product Design
Concept Design
User Research
Some never released design concepts for Alko app👇
2024-2025
Vincit / Koll App
Problem / Brief
A start up called Koll Group needed design work for product launch. I got a brief for the planned functionalities, description of the brand and a link to early prototype. I started to create screens sparring with the PO and dev team. We got some feedback of the look and feel of designs from a small batch of test users. Dev team took over and made a working beta version of the app.
Skills
UX /UI
Product design
2022-2024
Vincit / Würth
Problem / Brief
Würth Finland needed software renewal for their maintenance unit. Maintenance unit maintains all tools and devices for Würth Finland's customers. First part of the project was a discovery phase where I collaborated with service designer and co-facilitated series of workshops and did some observation in maintenance workspace. After discovery phase I created main screens for use cases that were prioritised. Main flows were validated by users and the IT department. After that the development started and I supported team when they needed to spar with me.
Skills
UX / UI Design
Concept Design
User Research
These screens are early versions with placeholder data.
Second Problem / Brief
I was asked to design a web app for sending and receiving packages for warehouse employees. From a quick brief and sparring with PO I made user flows of main use cases.
Validation of design was done with few employees conducted by the PO. I did small tasks to support developers who quickly developed functioning mvp for testers.
2019-2021
Telia / Telia Dot & B2C Transformation
Problem / Brief
Telia Dot was a new kind of mobile subscription within traditional subscriptions with fixed price. It is taken into use digitally with a mobile app and first subscription was pay-as-you-go. Telia Dot was launched back in 2018.
I was introduced to the Dot team as a Telia's in-house designer who was also part time design lead in B2C transformation. My task was to design new products e.g. mobile subscription and C More subscription bundled. And also try to combine Telia Dot's with components and styles that were designed in the other transformation team (ecommerce).
I was also part of a group of managers and designers which was doing new vision for Telia's self services.
Skills
UX Design
Product Design
Growth Hacking
Concept design of Telia's self service👇
Telia Dot with bundle product
We had a design sprint facilitaded by our partner and started to narrow down different concepts or product combinations. Few options were validated by users but in the end we wanted to go with the original idea of bundling 5G mobile subscription and streaming service (C More).
Telia Dot's website
I also updated Telia Dot's own website (Wordpress + Elementor) and did some growth hacking with team of analyst, designer and marketing specialist. We did A/B testing and created different communication concepts bi-weekly.
2019
Telia / Telia TV in self service
Problem / Brief
Telia TV is a service where users/customers can consume content. The actual buying of the content happens in web. New customers go through the eshop or if already a Telia customer, through the self service. Self service didn't have option to buy, change or cancel multiple channel packages at once. Everything had to be done one-by-one. And we got lot of feedback from that. It was clingy and slow.
Our target audience were already our customers. With or without any subscriptions.
This caused sales losses because the wait time is too long, and increased cost in customer channels, because the agents need to spend a lot of time editing payTV subscriptions of one customer.
My responsibility as a UX designer was to ensure good user experience and consistent design using design system. I also did some service design work as well (facilitating work shop as a discovery part of the process).
Skills
UX Design
Service Design
Sketches
I usually start the design process with low fidelity flow charts or wireframes. This is the way I iterate through many of the design options quickly. Also we had a work-in-progress design system so compiling semi-functioning prototype was quite quick.
We had quite heavy analysis phase in SAFe framework and we have lot of stakeholders who needs to see and validate the prototypes.
With this particular capability we decided to use as much as possible the already developed cards and set of filters (eshop and cms)that would be committed to design system.
User testing
Before developing we did a round of internal user testing with print outs and clickable prototypes.
We analysed the user feedback again and did a short interviews within our colleagues. Many of them didn't have any Telia TV service in heavy use so target group wasn't bias in that sense.
Also the first launch was only for our customer support agents who are managing customers services with same UI.
UI design
We tried to use and implement styles and design elements from our style guide (design system). React components weren't an option to use at that point so the so called re-use was going to happen on Sketch and CSS level. I did co-design some of the elements with a visual designer who is partly working on our design system.
💡 Learnings
Initial focus was predominantly on backend system analysis, lacking emphasis on customer experience.
Implemented light design iterations and prototypes, leading to an effective minimum viable product (MVP) with minimal development effort.
Introduced automation behind the MVP, enhancing functionality.
Collected user data, guiding further iterations on user interface (UI).
Currently evaluating enhancements for automation to improve effectiveness and precision.
2018
Telia / The launch of Liiga for Telia TV
Problem / Brief
In 2018, I led a project prioritized for our consumer segment, focusing on creating new in-house content and products to engage hockey enthusiasts, especially non-tech early adopters. The initiative covered all sales channels, requiring thorough research into innovative purchasing options like pay-per-view for games and Liiga bundles. Goals were set around the sales of access products tied to Liiga.
My role focused on service design and user experience (UX) within the self-service platform and e-shop. Collaborating with a service design colleague for foundational research and a UX designer for the user interface (UI) design, we aimed to provide a seamless experience tailored to customer needs.
Skills
UX Design
Service Design
Building the blueprint
In our initial workshop, we developed three user personas from interview insights. Soon after, the official personas were finalized. During this phase, I collaborated with another designer to effectively divide responsibilities.
We used the personas to promote a holistic view beyond a systematic or Telia-centric approach, leading to discussions and new ideas, such as enhancing the Telia TV onboarding flow.
However, these personas were not integrated into later Liiga launch phases, emphasizing the need for a more cohesive approach in future projects to maintain relevance and improve the service blueprint.
Wireframes
I created wireframes for testing different use cases.
We conducted user tests for Telia employees. I used Sketch, Abstract and Invision to create prototypes.
Both desktop and mobile.
💡 Learnings
Timing was crucial, resulting in a tight schedule for the project.
Dependencies between various systems negatively impacted the overall user experience.
Identified the need to improve the onboarding flow for the TV service.
Certain elements, such as motion graphics and loading animations, were removed from the initial launch and added to the backlog.
It became clear that maintaining regular communication with important stakeholders is essential.
Designers may need to take on additional responsibilities akin to a Product Owner (PO) to oversee the larger design scope.
Facilitating reviews and workshops is necessary for effective coordination among stakeholders and team members.