Ericsson: GenAI Knowledge Platform. From Blank Page to Shared Vision.
Designing Trust at Scale.
-
The technology arrived. The understanding didn’t.
AI information was already circulating but scattered, hard to filter, overwhelming.
Finding internal AI info required inside intel, exact keywords, or knowing precisely where to look.
Employees with more exposure cited lack of trust, they wanted proof points before going further.
At this time, AI was a foreign concept to most people, even though everyone at Ericsson needed to understand it.
-
-
Leading Design. Defining the direction from 0 to 1.
-
Leading Design. Defining direction where no blueprint existed.
Identifying needs before designing the system.
“I need to understand Ericsson’s AI position, feel confident, and know where to start.”
Account manager · Ericsson Krakow
“I need to go deep, validate methods, and stay current on Ericsson’s technical AI direction.”
Senior Specialist, Development, Ericsson Stockholm
The Insights I gathered
1
To most, GenAI is still a foreign, new concept that they are curious about, yet don’t instantly see how they could apply in their work. Respondents with more exposure or who have a higher interest, express a lack of trust, highlighting concerns of limitations and bias, and would like to see proof points before using it further.
Consistent, clear documentation in formatting and language with an automated review process powered by AI is one of the key opportunity areas highlighted for how to utilise AI, as well as summarising large bodies of internal information and meeting transcripts that help people get up to speed faster.
Most employees are aware of the high level risks associated with using GenAI, especially as third-party applications such as ChatGPT have been circulating for quite some time, however they underline risks and limitations should be presented upfront, to help users navigate this uncertain, new terrain in a secure way.
Finding internal info today requires inside intel, knowing exact phrases or keywords, or ideally an exact location. Global search creates more confusion than it assists way-finding, making employees feel evermore lost. Info about AI is already being distributed by passionate colleagues, yet filtering out what is relevant is difficult and the flow easily feels overwhelming.
A handbook about Generative AI should be visible on the intranet, preferably on the front page, and should focus on targeted content to help employees with diverse roles and experience understand how to use the tools and relatable examples of use cases they can easily turn into practice or implement in their projects.
As we are all yet to discover how AI will change the way we work; first I need an short, clear overview of what it is, how I can make use of it in my role and expertise, then I want to learn how to use it through interactive, visual content i.e step by step tutorials and relatable, straightforward and concrete examples and use cases.
3
4
5
2
6
One evolving hub
Serving multiple audiences, into a unified platform.
Culture
Project Showcase Work visible, facilitating connection and recognition throughout the organisation.
Knowledge
Document Library To offer a curated, continuously updated archive and methodology in one centralized location.
Growth
Interactive Learning Hub. Training, skill building woven into day rhythm of work.
Ethics
Policity and Compliance. Ensure clarity on key topics by consolidating policies, guidelines, and compliance documentation on a single platform.
Prioritising the structure before testing the logic.
Support
GrowthThe human layer — where people go when they're stuck and need to develop further.
FAQ
Knowledge + EthicsQuick answers that reinforce both understanding and responsible use.
Discover
Growth + Culture Use cases and GenAI for development — this is where people learn by example and see what others have built. Both the Interactive Learning Hub and Project Showcase live here naturally.
Resources
Knowledge Models, Tools, APIs, Platforms — this is the document library, the technical depth.
Get Started
Ethics Guidelines, Policies, Risks — this is where compliance and responsible use live.
Designing the platform to feel welcoming and familiar.
Landing Page Example
Early sketches evolution of the landing page, reflecting the user priorities and acknowledging the business value.
Landing Page
Expanded version
Wireframe
Non expanded version
Wireframe
Final expanded version
Final Non expanded version
What GenAI Platform taught me
-
This experience strengthened how I lead design in organizations that are complex and sometimes unclear.
-
Not only delivering a platform but also reframing it as a strategic touchpoint for how Ericsson understands, accesses, and builds on its GenAI capability.
-
Working with different stakeholders showed me that making clear design decisions depends on ongoing communication, staying aligned, and being able to handle tough conversations.