Ongoing Enhancements

SITUATION

Nokia, one of the world’s leading mobile communications companies, worked with their strategic development partner, Digital Foundry, to develop a highly complex website to serve as a doorway to its comprehensive services platform. The site, named ovi.com (because “ovi” means “door” in Finnish), would give users a single access point for all Nokia services and consolidate processes under its corporate software initiatives.

The site, which needed to serve users in more than 50 countries around the world, was dependent on a number of internal and external third-party integrations. When Digital Foundry joined the team, Nokia had already hired a development team in Burlington, MA to provide ongoing site maintenance and established a Tier 1 support team in Bangalore, India. However, neither of these teams was familiar with the mechanics of the site, and company stakeholders wanted to make sure that the global team had access to complete documentation and support for adding new features in response to user feedback.

Given our previous experiences working with Nokia, and our intimate knowledge of the product itself, Nokia hired Digital Foundry to provide technical and functional training to their support teams, to create the required technical documentation, and to support ongoing product enhancements.

SOLUTION

When internal and external support and development teams are separated by thousands of miles, but need to work together closely, it’s essential that all stakeholders have access to key knowledge and documentation for all product features. Because there were a number of independent service teams – with very different, and often conflicting businesses objectives – it was essential that all teams shared a common knowledge base and common set of goals and objectives.

As part of this project, Digital Foundry provided comprehensive documentation on each technical aspect of the services platform. These documents included details on architecture, code standards, user guides, and other aspects of the project going back three years. We also provided onsite training in both Burlington and Bangalore. We also implemented product enhancements while integrating our processes with development teams worldwide across multiple time zones.

RESULTS

Through close collaboration with all stakeholders worldwide, Digital Foundry helped Nokia:

• Prepare to take full ownership of the project through end-to-end solutions that made the site easy to manage while mitigating risks that concerned key stakeholders
• Assemble a comprehensive set of documentation and distribute essential knowledge to support Nokia’s development team and its Tier 1 support team.
• Assure that the multiple Ovi.com site support teams were aligned to key goals and objectives even while separated by thousands of miles.