Ericsson: Digital Transformation for 4,000 Internal Users

The Problem

Ericsson's internal teams were relying on legacy tools that no longer matched how work was actually done. Before any technology migration could happen, the product team needed a deep, evidence-based understanding of current user behaviour, pain points, and mental models across multiple global market areas.

Process

1. 1

   Initiated the digital transformation journey by empathising with users through the design thinking process — mapping the current experience before prescribing any solutions.

2. 2

   Planned and conducted over 40 user interviews and usability tests remotely across various market areas to study user behaviour and surface usability issues in the existing tools.

3. 3

   Initiated and facilitated design sprints and discovery workshops with business teams and SMEs to align on problem definitions and validate early design directions.

4. 4

   Led and executed various stages of the design process alongside a team of 5 designers, ensuring research insights directly shaped technology migration decisions.

Outcome

The design-led transformation established a clear, user-validated foundation for the technology migration. Workshops and sprint outputs were adopted as the roadmap for the new system's UX, with user-identified pain points directly addressed in the redesigned platform.