Brief

Design the end-to-end, omni-channel experience for Telstra’s future-state mobile business.  

Problem

Telstra needed to reinvigorate their mobile business. This was a POC transformation project that aimed to push the boundaries of product and service design.

I was the lead service designer in the end-to-end journey squad.

Methodology

01 research
CVP research was conducted to determine the positioning of Telstra’s mobile business that would most resonate with target customers. Baselining of the current state of the mobile business was then documented in a journey that included painpoints and moments that mattered.

02 service design blueprint
An end-to-end future state service blueprint was delivered that included omni-channel CX and BX experiences, near and far horizon innovations, and change implications for people, process, systems and financials.

03 storyboards
We designed storyboards to bring the CX and BX experiences to life. These storyboards acted as important stakeholder engagement tools.