Ux/ui design
How can we streamline the handling of urgent maintenance requests without requiring immediate human support?
Our client, Tapahtumatukku, aimed to reduce phone-based customer service requests by improving how urgent maintenance issues are reported through their website. In addition, the company needed a refreshed site structure, as their business had evolved since the original website was launched and many subpages were no longer relevant. This project was part of the Metropolia Notio Design production.
Team
Project Manager (me)
Two UX/UI Designer
Background
Tapahtumatukku provides lighting, sound systems, karaoke equipment, and other technical solutions—mainly for restaurants—and handles both sales and ongoing maintenance for its customers. Tapahtumatukku wanted to improve how urgent maintenance requests are handled through their website. Many customers currently contact customer service by phone. As a small company, Tapahtumatukku often receives multiple calls at once, making it difficult for staff to respond and prioritize requests in a timely manner.
The goal of the project was to reduce pressure on phone-based customer service by creating a smoother, more structured way for customers to submit urgent service requests online. In addition, we created new wireframes for the website to reflect the company’s current services and improve overall usability.
User problems
Users often call customer service in situations requiring immediate action. However, the current website does not guide them clearly to the right contact point. For many, calling felt like the easiest and fastest solution.
My role
As a Project Manager:
I led the team’s work, handled client communication, created timelines, and presented outcomes. I was also hands-on in user research, ideation, and prototyping.
The process moved from research and evaluation to ideation and design, starting with mapping the existing site and ending with wireframes and a redesigned support flow.
Research & Discovery
I directed the team to start with an in-depth review of the existing website, including information architecture (IA) mapping and a competitor analysis. This helped us understand how similar businesses position their services and handle urgent maintenance requests—and how Tapahtumatukku’s site could better reflect its current offerings.
A heuristic evaluation revealed key usability issues, while user testing uncovered pain points in the urgent maintenance flow. Many users were unsure where to seek help, which number to call, or whether the service was even meant for them.
Wireframing
To address these challenges, we redesigned the website’s structure and created wireframes for a more intuitive user journey. Special attention was given to the urgent service flow—our goal was to reduce confusion, lower phone-based contact volume, and ensure users feel supported even in high-pressure situations.
Chat Service
To further streamline the experience, I collaborated with another designer to developed concepts for an improved chat feature. With quicker response flows, pre-screening questions, and clearer progress indicators, the chat would offer users a more structured and reassuring alternative to phone calls.
ia map
We clarified the service structure and made the core offerings more prominent and easier to find.
A clearly structured, automated chat flow—placed visibly on the site—can significantly reduce phone-based customer service load. When the experience feels fast, intuitive, and reliable, users are more likely to choose it over calling, even in high-pressure situations.
“Yhteistyö Notionin kanssa ylitti odotuksemme monella tasolla. Projekti eteni johdonmukaisesti ja selkeän suunnitelman mukaan, ja tiimi otti toiveemme hienosti huomioon jokaisessa vaiheessa. Olemme erityisen vaikuttuneita Notionin kyvystä yhdistää innovatiiviset ideat käytännönläheiseen toteutukseen sekä heidän vahvasta sitoutumisestaan projektin onnistumiseen.
Lopputuloksena saimme raikkaat ja käyttäjäystävälliset verkkosivujen rautalankamallit, jotka loivat erinomaisen pohjan sivujemme uudistukselle. Iso kiitos Notionille upeasta työstä ja sujuvasta yhteistyöstä – tätä kokemusta voi lämpimästi suositella muillekin!”
Antti Pylkkänen
Toimitusjohtaja, Tapahtumatukku Oy