References

Research and business analysis. UX design. UI design. Software development. Supervising the service quality. Accessibility. WCAG.

The purpose of creating portal.skidsolutions.eu was to improve the ordering process for Smart-ID, Mobile-ID, e-stamps and other sercurity services through better user experience and by simplifying the daily tasks of SK-ID's in-house specialists.

We mapped out the improvement areas of the earlier version, analysed the requirements for the user experience, and designed and developed a new, dynamic and functional self-service portal. During the development process, we paid extra attention to ensuring structural security.

Reasearch and analysis. UX design. UI design. Software development. Supervision of the service quality. Accessibility. WCAG.

The purpose of creating avarii.lkf.ee was to offer a digital alternative for paper documentation, which makes it more convenient to notify of a traffic accident, helps the relevant parties gather more data, and since the solution interfaces with external systems, it helps to save time.

We mapped out the values and shortcomings of the paper form. We prototyped various solutions and tested them with end users. We designed and developed the digital applications, focusing on ease of use and user experience. We interfaced the system with different data warehouses, thus decreasing the number of actions required to be taken by the user.

Research and analysis. UX design. UI design. Software development. Supervision of the service quality. Accessibility. WCAG.

The purpose of creating webmail.zone.ee is to create an e-mail solution based on a decentralised, free software approach. The solution is focused on implementing the best UX practices used in e-mailing. Its value proposition is based in Zone being able to offer tens of thousands of existing and new clients a more convenient and easier to use complete solution with the development of this application.

We are applying an iterative and continuous development process. The development process as a whole comprises interfacing different online systems, UX-oriented design, and a development process that is focused on functionality, speed, good user experience and dynamism.

Research and analysis. UX design. UI design. Software development. Supervision of the service quality. Accessibility. WCAG.

The purpose of creating Haldusnet.ee was to solve and improve the various ongoing challenges that apartment associations face when dealing with their everyday tasks. In addition to storing general data, the functionalities of the management environment include collecting various readings, organising general meetings, organising communication, and planning management activities. Today, Haldusnet is one of the most popular apartment association task management platforms in the area.

The application in continuous development and the development process is iterative by nature. When making design and development decisions, we base them on legislation, the user experience of both in-house and external users, the reliability of the system and scalability.

Research and analysis. Software development. Supervision of the service quality. Accessibility.

The visittallinn.ee portal was created to gather and share relevant information about what is happening in Tallinn. The goal is to service both local and foreign tourists who are planning their stay in Tallinn. The tourism web allows them to purchase a TallinnCard and is helpful in promoting the visibility of local enterprises.

The tourism web manages a lot of data through both manual and automated actions by interfacing with various data warehouses. A lot of attention has been paid to both the accessibility and handling of information in the design and development process. As the representative of a public sector website, VisitTallinn meets a high standard of accessibility guidelines (WCAG 2.1 AA).

Research and analysis. Software development. Supervision of the service quality. Accessibility. WCAG.

The purpose of the updated website is to bring together and present pre-existing consultation and investment options in a way that encourages entrepreneurs to take the first steps towards making their visions become a reality.

During the development process, we paid special attention to the dynamism of the visual elements and efficient content management. When building the website, we prioritised the expectations and interests of both internal and external users while focusing on the best possible user experience.

Research and analysis. Service design. UX design. UI design.

Together with SEB’s designers, we created a product that provides easy-to-understand information to both new and experienced investors about investment opportunities, placing orders, manage their portfolio and selling ETFs.

We mapped out the expectations and worries of users in the Baltics and the activities of the competition, analysed the AS-IS processes, ideated the TO-BE process, created a UX prototype, tested that and then did the UI design. Additionally, we supported the creation of the marketing concept.

Research and analysis. UX design. Design system. UI design.

We unified the user journeys of various services with the goal of making the app more intuitive to use and to bring different services together in one app. The updated app allows users to quickly start fuelling or to pay in the store, but also to keep track of their electricity usage and to serve as a starting point for using other Alexela’s services.

We mapped out the expectations and worries of the clients as well as the business side, the activities of the competition, we ideated possible solutions, we set a strategy for the future and the MVP, we created a UX prototype and tested it. We put together a design component collection and did the UI design.

Research and analysis. Co-creation workshops. Strategy and roadmap. Decision tree for UX methods.

Together with EFSA, we created a strategy and a clear process for involving the user’s point of view in the various development stages of their digital channels with the goal of unifying and improving their usability.

We mapped out the expectations and current practices of the users and the service providers, we put together a roadmap for improvements and a decision tree for UX tools for the different stages of the development of the digital channels.

Research and analysis. Web analytics. Piwik Pro configuration. Usability KPIs and dashboard.

To measure how the improvements made to the web platforms affect the usability and user experience of the website, we put together and set up metrics and created a concept for composing a usability dashboard.

We conducted user tests and a quantitative feedback survey to identify the platforms’ users’ habits, bottlenecks they came up against, and their expectations. We agreed on the metrics for the business needs, configured them in Piwik Pro and created KPI dashboards.

Research and analysis. Strategy. UX design. UI design. Brand communication strategy.

We updated the user experience of ERGO’s insurance products, unified their business processes and the self-service portal’s user journeys, and polished their product communications to help with maintaining their competitive edge.

We mapped out the expectations and worries of users in the Baltics, we analysed the sales and damage claims processes of 8 products, we ideated a new process, we created and tested UX prototypes for the self-service portal, and we updated the UI design. We also structured the brand strategy for better product communications.

Research and analysis. UX design. UI design. Accessibility. WCAG.

With the goal of bringing more customers into the self-service environments and thus freeing up the customer support employee’s resources, we unified the user experience and optimised the user journeys for various Tallink’s channels, e.g. their booking system, online store, the Club One bonus trips search, and the check-in kiosks.

We created and tested UX prototypes for the self-service portals and adjusted the UI design. We described the user stories and requirements as input for the software development. We conducted accessibility audits.

Research and analysis. Co-creation workshops. UX design. UI design. Accessibility. WCAG.

Elisa’s goal is to provide modern online environments. We created a concept for Elisa’s online store and self-service portal, we established the foundations of the design and the design for the software that supports the process. We are also implementing all of this on a daily basis, having been a partner for Elisa for over ten years.

We mapped out user expectations and needs, we created and tested the navigation and UX prototypes for the self-service portals, and we established UI design rules along with implementation. We described user stories and requirements as input for the software development works. We conducted accessibility audits.

Research and analysis. User testing. Navigation testing. UX design. UI design. Accessibility. WCAG.

The content and navigation of EEA’s website and various thematic information and data platforms must be universally understandable for regular citizens and scientists. Our goal has been to test the usability of these platforms from the point of view of the content, format, and accessibility and to provide suggestions on how to improve them.

Over the years, we have conducted usability testing and quantitative navigation tests to identify the platforms’ users’ habits, bottlenecks, and expectations. We have prototyped proposed solutions and conducted an accessibility audit.

User surveys. Process analysis. Co-creation workshops. Service plan. Impact analysis.

In cooperation with the Ministry of Social Affairs, we redesigned the Estonian special care services system to provide a more efficient and flexible service for people with mental health or special needs and their families.

We mapped out the main shortcomings for the service users, their families, and the service providers and, together with the customer, we developed a customer-friendly service system and created a process flow diagram. We tested the service plan with the users and compiled an impact analysis for it.

User surveys. Co-creation workshops. Personas. Service plan. UX design. UI design.

The goal of Eurofound was to improve the user experience, value proposition and communications of their information services by relying on the actual needs and use cases of specific target groups, such as EU policymakers, the media and researchers.

We have mapped out user expectations and needs, described personas and their user journeys and a concept for the communication plan. We also prototyped persona-based landing pages and tested those with the users.

Research and analysis. Business concept. UX design. UI design.

The continuous improvement of Telia TV’s platforms (TV screen, TV website, TV app) to help maintain their service’s competitiveness and to offer Telia TV’s clients the best media experience.

As part of our continued cooperation, we conduct regular qualitative and quantitative user surveys with Telia’s team to understand the clients’ needs, goals, habits, and any bottlenecks they come up against when using the service. We research trends, delve into the research conducted within the field, and analyse the activities of the competition. We also ideate, create concepts, and prototype new solutions, we conduct co-creation workshops and test proposed solutions on actual users to ensure that the best possible option makes it into development.

Research and analysis. Business concept. Metrics. UX design. UI design.

Creating a web- and app-based streaming platform for film and TV show fans that does not require a set-top box to use and does not contain TV programming.

We mapped out who the users of the platform are, their expectations and needs and user journeys on the service, we analysed the platforms of competitors, we researched trends and familiarised ourselves with the current research in the field. Together with Telia’s team, we developed a unique value proposition and designed a prototype, which also made its way on the market as a developed solution after usability testing. However, by now, the service has been shut down.

Accessibility. WCAG.

We analyzed European Food Safety Authority’s website for accessibility and compliance with the EN 301 549 and WCAG standards.

Over the course of two projects, we tested web pages with various devices, screen readers, keyboard, voice commands and various automatic accessibility testing tools. We put together a detailed report with recommendations for improvement and created the accessibility statement for the website.

Accessibility. WCAG.

We analyzed Swedbank’s website, internet bank and selected PDF documents for accessibility and compliance with the EN 301 549 and WCAG standards.

We tested web pages and PDF documents with various devices, screen readers, keyboard, voice commands and various automatic accessibility testing tools. We put together a detailed report with recommendations for improvement and conducted a short training session.

Accessibility. WCAG.

We analyzed Bolt’s website and mobile apps for accessibility and compliance with the EN 301 549 and WCAG standards.

We conducted usability testings of mobile applications with users with different special needs. We tested the web pages and mobile applications with multiple devices, screen readers, keyboard, voice commands and various automatic accessibility testing tools. We put together a detailed report with recommendations for improvement and conducted a short training session.

Accessibility. WCAG.

3-hour accessibility training for the Coop bank team.

We conducted accessibility training on EN 301 549 and WCAG standards, testing options, and the importance of inclusive design.

Accessibility. WCAG.

We analyzed the web pages and selected PDF documents of Tallink Hotels and Tallink Pre-Order for accessibility and compliance with the WCAG standard.

We tested web pages and PDF documents with various devices, screen readers, keyboard, voice commands and various automatic accessibility testing tools. We created a detailed report together with proposed solutions.

Accessibility. WCAG.

1.5-hour accessibility training for the University of Tartu team.

We conducted accessibility training on EN 301 549 and WCAG standards, testing options, accessibility of digital documents and inclusive design.

Accessibility. WCAG.

The Consumer Protection and Technical Regulatory Authority supervises the compliance with digital accessibility requirements and monitors 100+ Estonian public sector websites and mobile applications every year.

In 2021, 2022, 2023, and 2024, we helped perform comprehensive monitoring by testing websites and mobile apps with multiple devices, screen readers, keyboards, voice commands, and various automated accessibility testing tools.

Training. Workshops. Design thinking. Service design.

In cooperation with the Ministry of Economic Affairs and Communications, we conducted a training cycle for public sector and local government employees with the goal of providing them with the knowledge and practical skills on how to create or improve digital services by taking the users’ needs into account. 

The training programme consisted of five intensive training days and homework. Each team came in with a specific problem or idea and then worked on it, using the design thinking framework, from defining the problem to creating a prototype for the solution.

Training. Workshops. Design thinking. Service design.

In cooperation with the Ministry of Economic Affairs and Communications, we conducted a training cycle for the employees of Estonian libraries and local governments with the goal of improving the digital competencies of librarians and to provide them with the prerequisites for providing digital consultancy services in their communities.

The training programme consisted of four training days and homeworks. The librarians had to define their role in helping to strengthen Estonia as an e-country, point out existing bottlenecks and find solutions for them by following the different steps of service design principles and using its tools.

Observations. Interviews. AS-IS and TO-BE processes. UX design. Prototyping. UI design. Design systems.

In cooperation with the Emergency Response Centre and SMIT (The IT and Development Centre, Ministry of the Interior), we updated the work processes to ensure that help would quickly get to those who need it while the rescue coordinator could offer a positive customer experience, encompassing shorter, conflict-free calls. To make all of that happen, it was important to speed up the process of creating emergency events and to reduce the number of SOS screens.

We conducted observations in the Emergency Response Centre and interviews with police, ambulance and fire personnel. We visualised the AS-IS and TO-BE emergency event creation journeys. We created a design system and designed new dashboard views that took into consideration the complexity of the information system and its interfaces as well the one-minute rule for determining the hazard level of a situation.

Business analytics. The automation of reporting. Machine learning. Metrics.

By using artificial intelligence, we helped Rimi Baltics to enhance the speed and simplicity of analysing feedback which helps them to quickly identify and react to any problem areas. This in turn helps ensure a good customer experience for Rimi’s customers.

We created a universal language model tailored to process inputs in five languages: Estonian, Latvian, Lithuanian, Russian, and English. Following this, we devised a sophisticated classification algorithm, which sorted the incoming feedback into relevant categories. We then validated and trained the algorithm and helped to integrate it into Rimi Baltics' business processes. The necessary feedback now reaches the appropriate store and personnel promptly, while conserving approximately 1000 man-hours.

Business analytics. The automation of reporting. Power BI. Metrics.

We helped make budgeting and reporting much easier than it had previously been, which enables the company to operatively react to market demands by managing their resources efficiently and optimising their processes.

By using Roibot Finance and Microsoft Power BI, we gathered data from different sources to visually display important production and financial indicators as well as budget forecasts and to keep track of the company’s various metrics.

Process mapping. UX design. UI design. Intranet. Jira. Confluence.

We helped to implement software for managing production processes and developed an intranet, both of which help to facilitate project management, the management of appeals from different parties, getting an overview of different works, and document management.

We started by mapping out the whole production process by departments, then developed a concept for the solution, tested that in the working environment, created automations for creating different work tasks, designed the final solution, and helped to implement it by training and advising its users. We also developed an intranet that makes internal communications more efficient. We first conducted a workshop to determine the main bottlenecks in the company’s information exchange and then prototyped, tested and designed the final solution.

User research and analysis. Software development. UX design. UI design.

When developing the self-service of the Labour Inspectorate, we adhered to the principle that the information system must be as intuitive and convenient as possible for the employer and it must provide paperless communications, thus decreasing the administrative burden on both employers and service providers. Over the years, we have developed various modules, such as reporting an occupational accident, occupational healthcare, the work registration of minors, the Pay Mirror etc.

During the development, we placed a special focus on taking the agile approach, but we also prioritised user-centricity and defined a development roadmap. We conducted user research with both the portal’s end users as well as service providers, we did a requirements analysis, we prototyped user views, and developend and tested the final solutions.

Research. Interviews. Business analysis. Service design.

Each Estonian public university uses a Study Information System that supports academic activities and helps organise administrative tasks. The existing systems require updating, and their constant maintenance and development are costly. In collaboration with Universities Estonia, we analysed the current situation and identified opportunities for cooperation, aiming towards the creation of a shared system.

We conducted interviews with stakeholders from Estonian public universities to map their specific needs. In inter-university workshops, we discussed the current state and identified strategic collaboration opportunities. The outcome was a report to guide the development of a cooperative operational and funding model for universities’ digital solutions.

Research. Business analysis. Service design. Design sprint. UX design. UI design.

In collaboration with the Kenyan ICT Authority and under the Team Europe initiative, we carried out service design, business analysis, and created digital environment prototypes to support the digitalisation of three Kenyan public services. One such improvement is the proposed digitalisation of birth registration processes, which could reduce the average time to issue a birth certificate from one year to one day.

We conducted a current state assessment, which included on-site user research in Kenya across various regions, engaging everyday users and local communities. Working closely with service owners, we developed a solution concept. We created prototypes of user interfaces and carried out business analysis for the required process changes. Additionally, we compiled a handbook for Kenyan public institutions on implementing human-centred digital services.

Software development. Research and analysis. UX design. UI design. Supervision of the service quality. Accessibility.

The goal of e-Prospera is to support the social, legal and economic growth of the Central American region through technological solutions. The information system, which was created in cooperation with Vertikal Digital, allows users to declare taxes, sign insurance contracts, and to conduct various activities that involve managing or reporting something, all of it in one central environment.

When building the e-gov services, we took into consideration the need to conduct a thorough analysis and to design the whole thing. We based the system on regional legislation, cultural specificities, security, automation, and accessibility.

Software development. Research and analysis. UX design. UI design. Supervision of the service quality. Accessibility.

TalTech’s external website as the university’s primary communication channel has the task of creating the organisation’s image both in Estonia as well as abroad. The external website plays an important role in creating the image of the university of the future by employing the newest technological solutions for improving the daily activities conducted at the university – studying, teaching, and research.

Across the duration of our cooperation, we worked on the various functionalities of TalTech’s external website from a design, analysis, development and testing perspective. We paid attention to high usability and versatile user personas. In addition to development, we also helped with housing the external website as a technological whole and ensuring stable availability.

Software development. Drupal. Accessibility. WCAG.

To fulfil the ambitious goals of the green deal and to protect nature while ensure that Estonia with its fields, forests and waters can put food on our tables and remain competitive on a global scale, the ARIB must be innovative and smart. Their new external website reflects that.

The Drupal platform is well-suited for a huge website that interfaces with different information systems. In the development of this website, we placed strong emphasis on high-quality front-end code that has been tested, thus ensuring excellent user experience and accessibility on all devices. When building the back-end system, we made sure to create a sustainable website by following the required standards and best practices while still remaining innovative. Over the years, we have maintained the website and created additional modules for it, e.g. the statistics module. 
The work done by us and the agency who created the initial design, Velvet, has been highly valued. The ARIB’s website received a Golden Egg award in The Golden Egg Awards’ fourth category “User experience and usability: the UX/UI journey”. According to the jury, the ARIB’s website is one of the most analysed, thorough and tested websites in Estonia and is an outstanding achievement for the public sector that fulfils its goal and works as needed.

Software development. Drupal. Accessibility. WCAG.

Eesti Pank's technologically modernised external website reflects the values of the organisation: stability, security, sustainable development, efficiency, and innovation.

We started with a thorough analysis of the website and its architecture. Out of the available content management systems, we chose Drupal as the most reasonable solution for ensuring security. From an architectural point of view, we also accounted for a significant increase in the website’s load in addition to having to increase the security. We used a decoupled (headless) solution to hide the website’s management parts from the public and added in a special proxy and Cloudflare. The system is built on containers and has been orchestrated.

Agile software development. Tailor-made solution. Interfacing.

In cooperation with Synbase, we created an information system that helps users to quickly find answers to various clinical questions they may have, such as those regarding information about drugs, their interactions and side effects etc. The system is evidence-based, up to date and helps save the time of healthcare workers when making diagnoses or deciding on a treatment plan or medication.

The complexity of the information system required the creation of a tailor-made solution which we worked on for years. The interfaces for receiving, processing and connecting data and then displaying it to the user in a quick and convenient way required detailed analysing and prototyping. The system, which is used by pharmacists and doctors, helps save lives, which meant that we had to place special emphasis on the reliability and speed of the system. We also added new functionalities to the system that appeared during the course of our work by taking an agile approach to the whole process, including for code refactoring.

Business analysis. System analysis. Prototyping. UX design. Accessibility analysis. Front-end development. Angular. Back-end development. Drupal. QA testing. Usability testing. Automated testing.

The Education Portal is an education sector website for information, services and statistics, ordered by the Ministry of Education and Research where users can find information about study opportunities, grants, and various research. The Education Portal has been interfaced with the Estonian Education Information System (EHIS).

The works we completed include analysis, prototyping, UX design, front-end and back-end development, testing, maintenance, and technical support. The portal has been built on Drupal CMS.

UX design. Prototyping. Personas. Graphic design. Live style guide. UI design. Front-end development. Testing.

The goal was to improve the user experience of City24.ee’s portal and real estate agent’s environment. City24 is a long-time client of ours and their projects have provided us with many exciting tasks and challenges from the creation of new environments to making animated Christmas cards. In this particular project, we mainly worked on UX design and front-end development. We also helped them create new products and services.

Over the years, this project has seen us working on UX design, UI design, graphic design, prototype creation, front-end development and much more.

Business analysis. System analysis. Process mapping. User stories. QA testing. UIG creation. UX design. Prototyping. UI design.

TEPP is a platform that brings together information about the European Union and its member states’ institutions, development cooperation partners, donors, and partner states. This helps to advance the fulfilment of development cooperation projects in partner states and to increase the visibility of the European Union as the world’s greatest donor in developing countries. In addition to providing an overview of the solutions and services being provided, the platform also functions as an information bridge for service and solution providers, financial institutions, the representatives of member and partner states, and European Union institutions.

The project was realised by an ITL (Estonian Association of Information Technology and Telecommunications) consortium that, in addition to Trinidad Wiseman, also included Gofore, Aktors and Kodality. Trinidad Wiseman’s specialists conducted the portal’s analysis, design and front-end development and tested the final solution.