Business Finland
Customer portal design
UX Design
Interaction Design
Prototyping
User testing
Starting point
Business Finland is helping Finnish companies on their journey to international markets by providing funding and expert services. They were developing a digital account manager for their customers to smooth out the service path for both the customers and Business Finland’s customer service personnel.
Goal
To design the MVP version of the self service portal including onboarding experience and the portal itself. The goal of the portal was to be highly personalised and work as a proactive companion that brings together all the content that interests the customer and guides through application processes.
My role
I worked closely together with another UX Designer and our role was to design the onboarding, sign in and portal views. I concentrated mostly on the onboarding and portal UIs. I was also responsible for planning and organising the user testing, and conducted part of the sessions alone, part together with the other UX Designer.
Process
Discovery and definition
Business Finland had already done the discovery phase of the project including user research, concepting, service blueprint and user stories. We started the work by familiarising with all the material and work done. After that we further refined the service path in workshops together with the client.
Design
Next we worked on the UI views in Figma using the Business Finland design system. We created personalised onboarding and portal views for different user personas. The onboarding wizard helps in defining the most relevant services and other content offered to the user in the portal.
Validation with end-users
We built clickable mockups of the UIs and validated the designs with end-users. I created the structure and interview questions for the test sessions which we conducted mostly via video calls. Based on the insights from the validation we iterated the designs for the final MVP version.
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