Media company ESA wanted to fully redesign their flagship online service ess.fi. They gave us a straightforward task: increase our digital business. Our role was to help analyze where current value of the service was, how to find new growth opportunities and deliver a newly designed service that would enable reaching the new goals.
After analysing the old service, revenue streams and customer groups, we helped the client team define the new service concept from three main perspectives: readers, advertising customers, content and services. Our work also included defining medium term goals and key performance indicators that are used to evaluate success and make decisions on how to further develop the service.
The concept and design work was done using our co-creation methods, where customers were an integral part of the whole design process. We organized co-creation workshops and individual interviews to test service ideas and prototypes. Insights from these sessions were used to make sure the service would deliver value to customer groups with divergent needs.
The main technical partner in the project was Avoltus. The service was launched in November 2013, with the ESA in-house team continuing the development work.