Telstra Connect 2.0
Tasked with augmenting Telstra's customer experience through insightful enhancements to the Telstra Connect platform. By harnessing existing research, we will pinpoint user needs and generate feature ideas that not only retain current customers but also attract new enterprise clients.
Executive summary
The current business emphasis is on digital workplaces to improve user experiences and enhance brand value using self-service technologies. Shifting towards user-centric platforms provides customers with swift access to services. By employing persona methodology, resources can be tailored to meet user requirements, increasing productivity and satisfaction. Establishing a robust digital presence is essential for brands to thrive in the digital era, highlighting customer engagement and smooth service delivery.
01
Understand
Telstra is a top Australian telecommunications and technology company, providing voice, mobile, internet, pay television, and other services. It leads in the Australian market with a full range of telecommunications services and a focus on advancing 5G technology.
The Brief
Tasked with augmenting Telstra's customer experience through insightful enhancements to the Telstra Connect platform. By harnessing existing research, we will pinpoint user needs and generate feature ideas that not only retain current customers but also attract new enterprise clients.
Mission Statement
Our mission is to outpace competitors by offering superior value through innovative features, ensuring Telstra Connect becomes the preferred self-service platform for IT professionals.
02
Brand Introduction
03
Personas
04
Competitor research
Researching competitors in the telecommunications industry involves evaluating digital platforms and services for enterprise customers to understand market solutions. Comparing features and user experience helps identify trends, improve services, innovate, and enhance customer experience.
05
Define Problem
In this stage, I identify the core issues affecting user satisfaction by analysing user feedback and interactions. This crucial step outlines specific challenges, setting a clear direction for our design solutions to enhance usability and meet user needs effectively.
06
Project Summary
In this project, I aimed to enhance user satisfaction by redesigning the user interface of a digital platform through a structured, iterative process. I started by identifying key user pain points, then developed and refined interactive prototypes based on continuous user feedback. The project involved defining problems, crafting prototypes, conducting thorough user testing, and meticulously documenting the results. The final outcome is a user-centered interface, designed to significantly improve usability and enhance overall user engagement.