Bringing fiber optics to everyone in Järvi-Suomi
We designed a concept for Järvi-Suomen Valokuitu web service, considering the needs of various customer personas.
Together with Mindhive, we successfully launched fiber optic services for our future customers. We needed help in designing the service concept and the website, and Mindhive developed a concept for us that took into account different customer personas. They created user journeys for various customer types, covering everything from fiber optic procurement to providing feedback.
Our collaboration was efficient, and we received strong support in promoting the concept. The new website meets the needs of our customers. The work done also serves as a solid foundation for further service development.
Petri Kousa
Development Manager, Data and IT Architecture, Information Management and Digitalization
Suur-Savon Sähkö
In February 2023, Suur-Savon Sähkö launched Järvi-Suomen Valokuitu Oy, with the mission to bring fiber optic to all areas of Lake Finland, including rural and suburban regions. In collaboration with advertising agency Mainostoimisto Groteski, our goal was to support brand and service concept design and the design of the web service. At Mindhive, we were responsible for service and user experience design, while Groteski focused on brand and advertising design.
Learn more
www.jsvoy.fi
Personas
User journeys
UI plans
Launch
Service from the perpective of different personas
As a starting point for the design, we developed five user personas based on insights from the customer survey and our previous research on multi-location living. These personas were differentiated based on factors such as their readiness to adopt fiber optic technology and their digital service usage habits and attitudes.
We created user journeys for each persona, describing the process of acquiring a fiber optic connection from information seeking to making a purchase decision and providing feedback. The user journeys allowed us to clearly visualise the importance of multi-channel communication in reaching and serving different customer personas. One of the distinguishing factors from other fiber optic providers was the emphasis on service transparency and actively supporting the customer's purchasing process.
Seamless customer experience for everyone
In collaboration with Groteski in website design, we focused particularly on user experience design from the perspective of different user personas. In the early stages of website design, we focused on a persona who was ready to adopt fiber optic technology and was comfortable with digital solutions. In the design, we paid special attention to ensuring that the desired availability information is easily accessible on the website, along with other essential information. We also supported the client in designing the user experience of their ordering service, considering factors such as the terminology used in the service and the ease of placing orders and requesting for quotes.
