Client: Telstra | Company: Symplicit
Background
Telstra is Australia’s largest telecommunications company, Upon joining the My Telstra team, the app development was under way with a roadmap of features to be developed being tackled by 7+ multidisciplinary squads. In my squad I was responsible for the design of the "Get help" section of the app, I collaborated with other design squads and a separate Design System team. I also served as temporary design lead for the whole My Telstra team during a colleague's paternity leave.
Brief
Increase customer confidence in Telstra's self-service support and proactively address their needs through the delivery of a suite of tools and proactive support.
Approach
Upon joining the Telstra team, I aligned with the existing roadmap of feature deliveries. Working within a multi-squad structure, we engaged in regular updates, sprint planning sessions, and constructive design critique workshops. My responsibilities within my squad included collaborating with our UX designer and Product Owner to grasp both user and business needs, liaising with solution architects, and ensuring consistency in design through sharing core features with the wider design team.
Solution
Get help
The Get Help section serves as a robust toolkit within the MyTelstra app. Home to a suite of tools and content to give customers assurance in using Telstra’s services.
nbn Health Check
For Telstra nbn customers this feature enables the ability to check the connection of your home internet remotely.
Telstra's nbn service health check feature empowers users to remotely assess the status of their home internet connection effortlessly. Through a user-friendly interface and intuitive design, customers receive diagnostic insights and actionable recommendations for seamless troubleshooting.
Internet Speed Test
Designed to align seamlessly with the MyTelstra experience, the speed test feature provides users with a comprehensive assessment of their internet connection.
Visual enhancements and simplified data interpretation ensure that even less tech-savvy customers can easily understand and optimise their network performance.
Passive and Proactive Outages Notifications
Is my internet down?
Stay informed and ahead of potential disruptions with Telstra's proactive and passive outage notifications. Whether it's scheduled maintenance or unexpected issues, users receive timely alerts and can effortlessly check for outages, enhancing their overall service reliability and peace of mind.
Other features
What do you need help with?
Simplify your support journey with intuitive drill-down options that tailor content to your specific needs.
Click & Connect
Puts you in touch with the right department for your need, removing being put on hold and passed around.
Unauthenticated access
MyTelstra's innovative unauthenticated access feature leverages Telstra SIM recognition to provide instant access to relevant account information and services.
Find a store and appointments
Discover nearby Telstra stores and schedule appointments with ease using the Find a Store feature.
Results
Customers will feel more confident and empowered when using Telstra's self-service support, and Telstra will be able to take action to address customer needs before they become issues. This will result in a more efficient and effective support experience for our customers.
In 6 months I delivered 10 features with a handful of iterations, created a number of illustrations and animations, supported the Telstra Design System team in the creation of new components, facilitated many of the weekly design critiques, temporarily led the MyTelstra design team, and I was selected to be given accessibility training and become an accessibility champ.
