As a first step, we mapped out relevant stakeholders and we planned the initial meetings. In our first meeting, we included people from the tech, business and marketing teams.

Next, I made a plan how and when to interview different teams. This was to really understand the current service: map the needs and current pain-points.

Progress was recorded on a shared Miro board to ensure transparency and easy sharing.

Next, I made service concepts based on the insights gathered earlier. I collaborated closely with the PM and PO almost daily and continuously updated our shared Miro board. Early prototypes were created in Figma and Figma Maker to keep the process agile.

When we had the first prototype, we went over it with stakeholders in Finland and Sweden. We got feedback and we improved the flow based on the feedback. The self-service flow was harder to sell in Sweden than in Finland because of the different cultures dealing with clients and took more time to convince why we need it.

Final product overview and results...