Lauri Koskensalo - Customer Experience Manager

How did you end up at AI Commerce?

I joined the AI Commerce team in 2020 for design and sales roles. I wanted to fully invest in the development of AI Commerce and better serve online merchants. I'm glad that currently at AI Commerce, we are able to serve ever higher demanding corporate clients.

Experience and expertise:

I enjoy deeply understanding customer problems and solving them with modern technology. In my design role, my main goal is to minimize waste. The biggest waste, in both time and money, is to design, build, and implement a feature that ultimately does not meet a real need. In other words, if you consider good design expensive, it is worth considering how much bad design may ultimately cost.

I have also been an online store entrepreneur since 2019, when I established the fitvalmennus.fi online store, which sells fitness services to businesses and consumers. Even though online entrepreneurship is my side job, it has given me valuable experience in running practical business operations, improving customer experience, and optimizing marketing strategies and sales. As an online merchant, I have learned to understand the daily challenges faced by online merchants and the technological and business tools needed to solve them, which has brought a different perspective to my role at AI Commerce.

Key accomplishments and projects: 

I have been involved in almost all of AI Commerce's user interface design projects. My favorite project so far has been designing the e-commerce site for Nordin Bike Group, improving usability, and optimizing the purchasing path for company bike orders. I particularly enjoy projects that create new and better ways to solve problems and automate processes.

Areas of special expertise and skills: 

• User Research

• User Experience (UX) Design

• Customer-Centric Service Design

• Prototyping

• Search Engine Optimization

• B2C, D2C, and B2B E-commerce

• E-commerce Consulting

In the design process, I utilize various design and project management tools like Figma, Miro, and Slack, as well as different analytics tools for data collection, depending on the goals and needs of the project.

Personality and interests:

In my free time, I enjoy sports and often set myself small goals. My latest goal is to run 10 kilometers in under 40 minutes. Other hobbies include going to the gym, swimming, reading, and traveling.

Values and philosophy:

I want to be involved in developing Finnish e-commerce and help our customers create intuitive purchasing experiences across all channels.

Role in the company and for its customers: 

My role at AI Commerce focuses on sales and user interface design, as well as developing the purchasing experience in close collaboration with our customers.

Strengths at the customer interface

I believe my strengths at the customer interface are based on the diverse practical experience I have gained from online entrepreneurship and the knowledge garnered from numerous projects. As an online entrepreneur, I have gained valuable insights into running a business, developing customer experience, and optimizing marketing and sales. This has helped me understand the daily challenges faced by customers and find ways to address them from a technology and business perspective.

I consider continuous learning and actively listening to customer needs to be the most important aspects of my personal development. I believe that a deep understanding of customers and systematically utilizing their feedback are key factors in both my professional and personal development. I see customer-centered development as an essential part of effective and long-term collaboration.

What is your favorite book?

It's hard to choose just one favorite book, but I would say Marty Cagan's Inspired.

What is your motto?

“Keep the simple things simple. Make the complex things possible.” – Alan Kay