Digital Assisted Experience

My Telstra App

Brief

As a customer, there’s nothing worse than waiting on hold, only to be passed around from department to department. As well as frustrating the user, these inefficiencies also cost the business; every unnecessary transfer is a duplication of effort – and head hours – for the customer service team.
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To minimise irritation and inefficiency, we introduced a system that ensured users were being directed straight to the right person.
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First, we asked users an open question, so they could describe the issue in their own words. In the backend, we built a Natural Language Processor (NLP) to identify keywords and direct the user to the appropriate queue – or, in many cases, to an existing self-service solution, so that users don’t need to wait on hold at all.

Client

Telstra

Services

UI Design
Accessibility
Native Design

Entry points & Launch

DAX lives in the Contact us section under Get help.

Deep links

Native flows offer users a chance to self-solve.

Confirm number

Pre-populate the number on the user’s profile then ask them to confirm.

Trigger a Telstra PIN challenge

Customers can use their Telstra PIN or biometrics for verification.

Telstra PIN case study

Confirmation

Once the user passes the Telstra PIN, we immediately create a call.

Accessibility

To assist users with screen readers, we created a custom character counter in our text field component. This feature warned users once they hit 75 characters, then again when they hit the limit of 80.

Services

I’m a jack of all trades, and a master of some.
Here are my recent areas of focus.

UI Design

I’ve been designing for responsive web, iOS and Android for over 7 years. Put simply; I love UI.
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Illustration

From doodling in the margins to illustrating key visuals, I’m pretty handy with a pencil and pad.
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Accessibility

I consider accessibility from the beginning of a customer journey to the very end, making sure every single page works for every single person.