My Telstra
Visual design, UX/UI design
2020
My Telstra app allows cunsumer to manage their nbn and mobile services in a native mobile experience. Users can check the status of their NBN order, manage their related appointments and change their NBN plan in the MyTelstra app.
Usability test
An analysis of the existing experience highlighted a potential issue in the user journey.
A prototype has been tested with participants to understand how they navigate through specific flows and potential pain/gain points.
Each participant was presented with task-based scenarios and asked to complete them using the prototype.
Participants were recruited through the online Askable platform, for a mix of demographics based on personas profiles.
The participants were tasked to find their NBN appointments in the app and 60% of the users fault to accomplish the task under the existing flow.
An analysis of the existing experience highlighted a potential issue in the user journey.
A prototype has been tested with participants to understand how they navigate through specific flows and potential pain/gain points.
Each participant was presented with task-based scenarios and asked to complete them using the prototype.
Participants were recruited through the online Askable platform, for a mix of demographics based on personas profiles.
The participants were tasked to find their NBN appointments in the app and 60% of the users fault to accomplish the task under the existing flow.
Customers hold a different mental model for tracking hardware, appointments and changing plan.
Understanding user mental model
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Whilst part of the process of purchasing and setting up a new NBN plan for customers’ mental model, the appointment is not necessarily aligned with the order.
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For each scenario (hardware, appointment, plan change) the customer journey through the MyTelstra IA is different and therefore the mental model for each order type differs.
The mental models of customers purchasing an NBN plan has been explored via a survey and treejack testing.
Participants indicated that they perceive order tracking to be associated with something physical such as a modem (73%) or handset (68%) as opposed to a plan change (22%) or appointment (40%).
Participants indicated that they perceive order tracking to be associated with something physical such as a modem (73%) or handset (68%) as opposed to a plan change (22%) or appointment (40%).
Whilst part of the process of purchasing and setting up a new NBN plan for customers’ mental model, the appointment is not necessarily aligned with the order.
For each scenario (hardware, appointment, plan change) the customer journey through the MyTelstra IA is different and therefore the mental model for each order type differs.
67%
of participants would rely on the notification center 31%
of participants ‘visited’ the services section to look for the order tracker.Improved userflow
Participants expectation is to receive notifications for their order updates of their hardware, mimicking the convention of an email alert. Almost one third of participants looked to the service navigation to find order updates.
A new userflow has been designed allowing the user to access to the nbn order tracker via the service summary screen. As result the users were able to navigate the order tracker.
Filtering
UI uplift
The UI has been uplifted by removing unnecessary visual elements and create delight while ensuring high accessibility standards. Illustrations are used to give visual feedbacks on the status of the order when it is successfully completed, cancelled or this is an issue with it.
The UI has been uplifted by removing unnecessary visual elements and create delight while ensuring high accessibility standards. Illustrations are used to give visual feedbacks on the status of the order when it is successfully completed, cancelled or this is an issue with it.
Reschedule NBN appointment
Additonal userflow has been designed and tested to allow users to reschedule their nbn appointment.
Appointments are necessary for Telstra to ensure working internet is delivered to a customer. Appointments are additional steps that require a high amount of customer involvement and as such are often a major pain point in the NBN installation flow.
In order to minimize this pain, the process needs to be transparent in explaining why these appointments are being held and allowing the users to reschedule the appoitments.
Additonal userflow has been designed and tested to allow users to reschedule their nbn appointment.
Appointments are necessary for Telstra to ensure working internet is delivered to a customer. Appointments are additional steps that require a high amount of customer involvement and as such are often a major pain point in the NBN installation flow.
In order to minimize this pain, the process needs to be transparent in explaining why these appointments are being held and allowing the users to reschedule the appoitments.
Iconography helpful to separate information and demonstrate purpose. Participants also liked the ability to reschedule appointments in the app.
Participants found the native date picker familiar and useful if they needed to change the date for a time further away (+2 weeks).
Final confirmation gave participants confidence that they had rescheduled the appointment successfully.
Participants found the timeslots expressed as a list expected and straightforward to understand
Change NBN plan
For a customer to make an informed decision on changing their plan they need critical plan information to be displayed in customer centric terms.
Customers only expect to see critical, relevant information to their NBN plan. When changing plans customers rely on information that can help them make an informed decision such as; current data usage, prices, data amount and speeds. When we present this information to the customer it is essential that it is displayed in a way that makes sense to them and can be easily interpreted and compared.
For a customer to make an informed decision on changing their plan they need critical plan information to be displayed in customer centric terms.
Customers only expect to see critical, relevant information to their NBN plan. When changing plans customers rely on information that can help them make an informed decision such as; current data usage, prices, data amount and speeds. When we present this information to the customer it is essential that it is displayed in a way that makes sense to them and can be easily interpreted and compared.
The content hierarchy designed to display information that is more relevant to NBN plans and reduces business-specific language by turning features such as speeds into customer-centric terminology that can be easily understood and perceived.
