Nokia is a Finnish communications and information technology multinational corporation that is headquartered in Espoo, Finland. As well as producing mobile phones, Nokia also creates applications, games, music, media and services. As of 2012, Nokia conducts sales in more than 150 countries, and reports annual revenues of around €30 billion. It is the world’s 274th-largest company measured by 2013 revenues according to the Fortune Global 500.
We were contacted by a leading customer experience agency in Finland called Digia to provide customer interviews on one of their existing Nokia apps in the Nokia Beta Labs called the ‘Wellness Diary’. Digia build apps in partnership with Nokia and they needed some insight into the UK market to understand how this type of service might be used.
User research sessions ran over 2 days with interviews lasting at least 90 minutes. An important part of the recruitment criteria was to find a specific profile for the participants, including gym instructors with their own business and at least 20+ individual clients, in order to evaluate if the product was likely to be of use in the UK market. We did not have an app to show the participants at the time of conducting the interviews, but we did have a variety of visual stimuli to work with and to trigger conversation and gain insight into their expectations and thought process.
We identified suggestions and improvements to the app that could be implemented globally as well as at a UK country level. We produced a report for the UK market that captured key outcomes from the user research. We produced a selection of video clips from the research as part of the deliverable.