ABOUT THE PROJECT
• Telstra consultants (across both local and overseas call centres, and retail stores nationwide) use a plethora of tools and applications on a daily basis to assist and serve customers.
• The applications are old, dated, inconsistent, difficult to use, have terrible user interfaces and were far more complex than they needed to be (from a usability standpoint). As a result of needing to juggle with these and systems, time is wasted, lots of frustration is felt by both customers and staff, and customer service is ultimately compromised.
• The task at hand (after an extensive service design piece was undertaken by an external agency), was to create a single application dashboard that pulls in all of the various bits of information from the multitude of apps into once place - thus allowing Telstra consultants to get a quick "snapshot" view about the customer's profile, accounts and services.
• The aim of the dashboard was to house all of the customer account information the consultants need, plus integrate a series of sales and other tools to help facilitate a clear conversation with customers.
• The applications are old, dated, inconsistent, difficult to use, have terrible user interfaces and were far more complex than they needed to be (from a usability standpoint). As a result of needing to juggle with these and systems, time is wasted, lots of frustration is felt by both customers and staff, and customer service is ultimately compromised.
• The task at hand (after an extensive service design piece was undertaken by an external agency), was to create a single application dashboard that pulls in all of the various bits of information from the multitude of apps into once place - thus allowing Telstra consultants to get a quick "snapshot" view about the customer's profile, accounts and services.
• The aim of the dashboard was to house all of the customer account information the consultants need, plus integrate a series of sales and other tools to help facilitate a clear conversation with customers.
STARTING POINT:
A series of old, dated and legacy applications that Telstra consultants had to navigate through on a daily basis
PROCESS
Research, Mapping, Deciphering, Understanding, Sketching, Wire-framing, Prototyping, Testing, Synthesizing, Reporting
A single, simplified and consistent platform that encompasses the functionality from several applications
