Elisa Sites Team

Challenge

I worked as the designer inside Elisa Sites Team, Managing a complex ecosystem of services from 2022-2026, helping 2.8 million customers across Finland, Estonia, and internationally. The elisa.fi homepage serves as the main portal into Elisa, requiring stability and high quality across diverse devices and user needs.

Approach

Team-based design sprints, stakeholder workshops in multiple product portfolios, workshops to formalize CMS functionality, iterative design refinement, and integration of design system standards across all touchpoints.

Outcomes

Updated main navigation system. Created, updated and launched multiple services from concept stages, through working with business stakeholders into ready pages in marketing campaigns, product and service launches and customer service and communications focus. Integrated and championed design system across the team. Refreshed private customer site designs across multiple private customer services. Launched customer service self-service troubleshooting platform and helped with the service design across the multiple plaforms. Executed dozens of marketing campaigns over tenure.

A single homepage serving millions — complexity at every layer.

Elisa sites team is managing a complex ecosystem serving 2.8 million customers across Finland, Estonia, and internationally. The homepage serves as the main portal into Elisa, requiring stability and high quality across diverse devices and user needs. Most of the changes touched multiple stakeholder groups, and the communication with business and tech was central in the day-to-day work as a designer.

Design sprints, stakeholder alignment, system thinking.

My input to the team was integrating the design process to the daily and weekly routines of the multi-vendor team: Team-based design sprints, stakeholder workshops to formalize CMS functionality, and iterative design refinements. Integration of design system standards across all touchpoints. Worked closely with engineering and business to balance design ambition with business needs and technical constraints as we had a lot of technical debt.

I worked in Sites team for over four years, and saw through dozens of marketing campaigns, main navigation update (which could be a story of it's own), integration of design system to the team and refreshed the design of most areas of private customer sites. The job is never finished, though, and I had the opportunity to continue my journey as, so it was time to move onwards. In the end, I feel that I left the team as a better designer and also understand the key requirements of a designer in such a position much clearer. I also want to believe I improved the end user experience through all the upgrades we did to the user experience and through the personalisation elements we included into the sites.