For 80,000 employees across the globe, getting IT support at Nokia was anything but simple. Systems were complex, overly technical, and hard to navigate, slowing people down instead of enabling them.
Nokia set out to simplify the experience, making it easier for employees to find help, solve problems and work more efficiently.
We shifted the model from support-heavy to self-service-led.
Designit, with Wipro, reimagined IT services through deep user research, uncovering key friction points across roles and regions.
These insights shaped a more intuitive, human-centred experience.
AI became the first line of support, guiding users to quick resolutions.
Automation reduced dependency on IT teams.
Learning was embedded into everyday workflows.
The result was not just a better system, but a smarter way of working.
Driving change at this scale required more than good design. It needed alignment, clarity and trust.
We worked closely with leadership and support teams to define a shared vision, mapping journeys across experiences.
A strong focus on communication and change design helped drive adoption, turning new tools into everyday habits across the organisation.
The impact reshaped how Nokia approaches IT services.
Employees can now resolve issues faster and more independently, while improved visibility into user needs enables continuous improvement.
What started as a transformation is now a benchmark for digital workplace experience at scale.
