The Get Help section of the Telstra App is where users go to resolve issues with their service. At this point in the user journey, tensions are high, so there’s little room for error in design.
Myself and my team were tasked with updating all of the features housed in Get Help. We updated inaccessible components to pass regulatory requirements, and introduced new features to help users troubleshoot their own problems.
During the pandemic, when the business’s customer support team was stretched to breaking point, these new self-service features proved invaluable in alleviating the strain.
Telstra
UI Design
Accessibility
Native Design
Personalised assistance, based on the user’s Telstra services.
Tools and articles to help users to solve issues.
Further self-service resources for users.
I’m a jack of all trades, and a master of some.
Here are my recent areas of focus.
