Telenor
Timeframe
6 months
Team
Designer, Product Owner, Engineering team, BA
"With a driven mindset and a focus on improving the customer journey, Samir from Nyton has made a significant impact on Telenor’s B2B customer experiences. His out-of-the-box thinking consistently adds business value, making collaboration both productive and enjoyable."
Eva-Lotta Wojtasik
Product Owner
The challenge
Telenor needed to move all B2B case management into their Mitt Företag portal. The goal: a smooth system where business customers could communicate directly with Telenor — without leaving the portal — and find answers on their own when possible.
Designed inbox, case creation flow, and case detail pages
Built direct messaging with attachment support
Added a structured support section after user testing
Outcome
A complete case management experience integrated into Mitt Företag, giving SME customers one place to handle support, communication, and self-service. The project expanded scope after user testing revealed a clear need for better self-service.
Streamlined case creation and tracking inside the portal
Direct messaging and attachments between customer and Telenor
New support hub with structured guides and articles
