Client. Nokia
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Nokia.com
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Global digital transformation of nokia.com
Re-inventing the Customer Experience & overall Content Strategy.
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Case Study Focus. Nokia Care Organization Area of Website
Digital Transformation, Service Design,
Customer Experience, Product Management
PROJECT OVERVIEW
Our team partnered with Nokia to address critical challenges in their global digital ecosystem. With a sprawling portfolio of over 60,000 employees and consultants across 70 markets, Nokia was struggling with siloed operations, a fragmented brand narrative, and inefficient content creation. The project aimed to centralize operations, standardize content, and accelerate the company’s digital transformation.
THE PROBLEM
Nokia's size and complexity had led to significant inefficiencies. Their content models were inconsistent, data was duplicated across systems, and hundreds of legacy products created a fragmented and confusing user experience. This resulted in high operational costs, slow time-to-market for new content, and a disjointed brand presence across their global mobile portfolio. The core business problem was to unify these disparate elements to create a more streamlined and cohesive digital platform.
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APPROACH
Our strategy was built on a dual focus: technical delivery and organizational change. We implemented a comprehensive approach to redefine Nokia’s digital strategy and execution.
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Strategic Alignment: We worked directly with the C-suite to define a new vision, mission, and objectives for the digital platform. This was followed by a comprehensive audit of all stakeholders and legacy products to understand the full scope of the challenge.
Solution Architecture: We meticulously mapped out the solution architecture, spanning .com platforms, CMS, CRM, MDM, and search capabilities. This provided a detailed blueprint for the new system.
Agile Transformation: We introduced a new agile methodology centered on small, high-velocity SCRUM teams. These cross-functional teams, comprising internal stakeholders, engineers, data scientists, and product owners, were designed for maximum adaptability and speed.
Rapid Prototyping & Iteration: We deployed a rapid prototyping methodology, creating compelling Proof of Concepts (POCs) in partnership with leadership to demonstrate value and build organizational momentum. This iterative design process, combined with ongoing rapid testing, allowed us to bypass traditional development bottlenecks and lengthy approval cycles.
Phased Rollout: The new nokia.com platform was rolled out in a phased manner to ensure a smooth transition, reaching 70 global markets and 47 languages within 18 months of the project restart.
IMPACT
Our collaborative efforts resulted in a dramatic and measurable impact across the organization:
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Efficiency Gains: We achieved over €100M+ in annual savings by reducing agency and consulting expenditures. The time for content and asset creation was slashed from 1.5 months to just 3 days.
Accelerated Release Velocity: The release cycle was reduced from quarterly cycles to weekly deployments, all while improving solution quality, governance, and brand consistency.
Operational Excellence: The project led to a €10M/year OPEX improvement from the new content management system. It also successfully consolidated legacy products and organizations into streamlined, standardized operations.
Global Deployment: The new nokia.com platform was successfully deployed across 70 global markets and 47 languages, providing a unified and consistent digital experience for all users.
By leveraging our expertise in technical delivery and organizational change, we helped Nokia to overcome its digital challenges, resulting in a more efficient, agile, and cohesive global brand.
