Designing a platform that connects small and medium businesses with Telstra Plus members (B2B)
Timeframe: 8 weeks
Role: Design Lead
Telstra Plus Market
Client: Telstra Plus
Telstra Plus Market is a new platform connecting small and medium businesses with Telstra Plus members.
Business goals
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For businesses: A marketplace to sell their products and services to a large customer base of Telstra Plus members.
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For Telstra Plus members: The opportunity to earn Telstra Plus points on purchases from participating businesses.
Problem statement
Business owners found the initial Telstra Plus Market on-boarding process (developed by another party) frustrating and confusing, they found it challenging to set up their accounts with the EFTPOS machines. This resulted in increased customer service calls, impacting Telstra's resources.
get stakeholder alignment
gather insights
prioritise business goals
identify user needs and pain points
create and prioritise hypothesis
My role and approach
As Design Lead, I facilitated workshops with the client's large diverse team, including stakeholders, product owners and their design team.
The objectives of these workshops:
After the alignment workshops, I then developed ‘test and learn roadmap' outlining:
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user testing planning
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data synthesis strategies
This strategic approach helped us identify and optimise the design, resulting in a reduction in user calls to the customer service center.
Quick overview
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Stakeholder alignment workshops
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Designer alignment workshop
Discover
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Business process flow
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User flow
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Assumption
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Hypothesis
Define
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Roadmap
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Collaborated with Telstra UI team
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Hi-fi mock
Develop
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Prototypes (hi-fi)
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User testing
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Designer synthesis workshop
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User testing reports and recommendation
Deliver
Process
Prototype for testing
