Elisa Kotituva is a new home security service by Elisa. When I joined the Kotiturva project, it was still in it's early stage of developement.
The service needed love on the Figma side in the beginning, and a lot of the documentation and the design process were undefined. We had the basic structure of the user flows done, but we were looking for where improvements matter the most.
I began to use analytics as a main driver for my decisions, with MS Clarity as my most used tool. It was fairly difficult to have long term structure, since things were moving very fast, trying to get as good of a start to the service as we could.
One of the bigger things we designers did was conducting surveys, and getting customer interviews. I had never done cold calls, but I fared well in my opinion. After we were more equipped, we got voluteers to interview. There is so much insight in just talking to people.
Although some of it wasn't really "our job", we were able to get a lot information from the calls, with customers telling us their difficulties, and we noted them down and then gave them customer support. I gave us an excellent perspective to the customer that we then utilized to shape the service.