Our team began with service design, concepting and strategy. It was clear from the start that success would rely on close collaboration between different teams and disciplines, as well as integrations between different systems and software. We needed to connect four separate scrum teams to build a single product, and followed the principles outlined in The Nexus framework to help us stay on track and communicate effectively from day one.
HMD built its architecture to enable a composable commerce approach, including headless frontend. This enabled us to work on frontend design and development tasks without impacting backend systems. We could work to shorter timelines and implement our approved service design and purchase flow more efficiently. This included the development of a self-service portal, accessible via HMD’s ‘My Account’ system.
Our team created a full UX strategy to ensure the portal would make subscription management as simple as possible. Customers could use the portal for all sorts of use cases, such as reviewing bills, replacing a lost, stolen, or damaged device, or returning and recycling an old one.
Everything we built had to integrate seamlessly with backend systems and third-party software. Once again, HMD’s composable approach to technology came in handy. The company’s e-commerce platform didn’t support subscription models natively, but was flexible enough to work with its Content Management System and third-party software like Zuora to launch the subscription services as intended.
Alongside our design and development workflows, we also provided comprehensive content support. This ranged from web copy like landing and confirmation pages, to a complete suite of transactional and service emails.
