Telstra’s Enterprise customer uplift

The challenge

Telstra's B2B Digitisation program aims to radically improve customer and employee experience. I was set to design solutions to enable B2B customers, partners and employees to have a seamless experience from solutioning, quoting, contracting through to their bill.

My role

I led the user experience portion of the project, working closely with our customer experience and research team, legal team, product owners, SMEs and architecture.

Focussing on co-design

I worked actively with the teams and people impacted by the change to create a proposed design. This enabled engaged internal stakeholders and customers, allowing us to identify new opportunities and improvements. What I did:

• Review, document and understand existing documents and processes
• Complete interviews with stakeholders and team members who work in this field
• Continuously keep the legal team involved to ensure I wasn't going off track with core legal requirements (we had a great legal team who wanted impprovements, not roadblocks)
• Create an initial refresh, using existing brand guidelines, and present back to stakeholders for review and comment
• Test and iterate with customers
• Present finalsid project back to the core mission team, and continue to iterate for build requirements

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In build

Iteration on these documents continues alongside the entire program. As features are available, they are built and deployed for use in customer ordering.