The client is a European technology lifecycle management company operating across multiple countries. Their core mission is to enable businesses to consume IT more sustainably by providing an end-to-end solution for leasing, managing, and responsibly retiring IT assets.
Why Was This Problem Important?
The ICT industry is a major contributor to e-waste, and without an effective system in place, managing IT asset disposal at scale poses several risks:
Data Security Concerns: Without proper sanitisation, customer data could be compromised.
Operational Inefficiencies: The previous process was highly manual, requiring significant effort from employees and customers.
Regulatory & Sustainability Challenges: Businesses needed detailed reporting on financial, inventory, and environmental impact to meet compliance standards.
Impact on Their Business
Time-consuming manual processes led to inefficiencies across multiple departments.
Lack of transparency in device tracking, disposal, and reporting created compliance challenges.
Customer experience suffered as businesses struggled to manage their IT asset lifecycle seamlessly.
How We Approached the Problem
Digitising manual workflows to save time for employees and customers.
Full audit tracking of orders, transports, and device status updates.
Real-time financial, inventory, and environmental impact reporting for compliance.
Team & Collaboration
12 business stakeholders & logistics experts from Finland, Sweden, and Norway.
Two product owners & business analysts driving the requirements.
One lead designer (me) & one user experience engineer ensure usability.
An outsourced developer team (4 coders, scrum master, HR coordinator) handling implementation.
Design & Implementation Strategy
User-Centred Approach: Focused on creating a minimalist, intuitive tool that fits seamlessly into the broader service process.
Agile & Iterative Development: Prioritized early business & service design to reduce ambiguity and align sprint planning.
Remote-First Collaboration: Conducted workshops, usability tests, and stakeholder meetings entirely online, ensuring smooth decision-making despite geographical barriers.
100+ companies actively use the digital portal to track and manage their IT assets.
35,000+ devices processed through the system, streamlining IT asset management.
ISO 14001 – Environmental Certification, reinforcing sustainability and compliance.
Significant time savings for employees and customers, as previously manual steps are now fully digital.
Zero negative reviews on usability—users find the tool fast & easy to use.
+4% margin growth in the tool’s first operational year, proving its efficiency and business value.
Prioritise Design Early. Investing in early business and service design reduces ambiguity, enhances collaboration, and ensures smoother development sprints.
Remote Collaboration Can Be a Strength. Effective remote teamwork can drive success even in multi-country, multi-stakeholder projects.
Complexity Requires Focus. Designing a large-scale product requires identifying the most impactful features that truly serve customers.