UX • UI DESIGN - WEB BASED APPLICATION ACROSS DESKTOP AND TABLET
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 dated, inconsistent, difficult to use, have terrible user interfaces and are 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
END RESULT
A single, simplified and consistent platform that encompasses the core functionality from several applications, that prioritises the information needed most, first.
PROCESS DOCUMENTATION