Our Community is mobile-responsive, so customers can easily access it on the go wherever they are. It resembles the look & feel of our corporate site—it’s fresh and modern.
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Entry submitted by: Tero Revonmäki (Community Manager)
Community: Telia Community
Lithy Category: Digital Design Excellence
Telia's 21,000 talented colleagues serve millions of customers every day in one of the world’s most connected regions. With a strong connectivity base, Telia is the hub in the digital ecosystem, empowering people, companies, and societies to stay in touch with everything that matters 24/7/365 - on their terms. Headquartered in Stockholm, the heart of innovation and technology, Telia is set to change the industry and bring the world even closer for our customers. For more info, please visit: www.teliacompany.com
Our digital goals
At Telia, we aim to provide our customers with easy-to-use services that are compatible with all devices. Our Lithium-powered community is the platform for customer assistance with Telia’s products. It’s also the hub for customers to find inspirational, life-enriching content and tips on how to acquire new equipment. We strive to make it easy for customers to find answers to their important questions through discussions with other customers, as well as engaging content. Another objective of our community is to increase online sales, as a result of a thriving community of members and advocates.
Our unique design elements
There are several design elements that make our community unique:
- Our Community is mobile-responsive, so customers can easily access it on the go wherever they are.
- We’ve reorganized the display of content, so now discussions with Telia are in one place and other inspirational content has its own section.
- The feed elements on the front page have up/down scrollable buttons.
- The kudos have been replaced with likes.
- The Community resembles the look & feel of our corporate site (telia.fi) with consistent branding—it’s fresh and modern.
- We use the same image as the hero in the Community and in the emails sent by the Community.
- The emails sent by the Community have been modified to match the look & feel of Telia’s brand.
Our design excellence results
Comparison results of the first 6 months versus the last 6 months:
- Increased mobile users by 306%
- Increased visits by 208%
- Increased membership by 134%
- Increased number of likes by 188%
Community homepage when it was launched (then called Sonera Klaani)
Community homepage today.
Old and original community page with mobile.
Community page with mobile today.
Example of old and original email sent by the community.
New email today.
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