CX Research

Telstra

Business Hubs

Qualitative Research

  • Business Hubs were created with the concept of helping unassigned Small Business Mass Market customers with a customised, bespoke service that will give Telstra the opportunity to build relation with the customer and provide them with a whole of business solutions. Before the research was conducted, there were less than 10 Business Hubs working as an extension of certain retail stores

  • What are we trying to do for Business Hubs?

    • Define strategy

    • Drive performance

    • Strengthen capabilities to drive TB revenue

    • Better serve our Business Customers

    To support Business Hubs, research was conducted to understand:

    • The current state of Business hubs and how they operate

    • The relationship between TRR and Business Hubs

    • The extent of awareness of Business Hubs (TRR and Customers)

  • Three groups were interviewed:

    13 Retail Staff

    • of different experience / titles

    • from stores cross Australia from each state

    • from stores in metro, outer metro and rural areas

    • from stores of different sizes

    • from stores that both have and don’t have a Business Hubs

    6 Business Hubs Staff

    • of different experience

    • from stores cross Australia from each state

    • from stores in metro, outer metro and rural areas

    • from stores of different sizes

    12 Business Customers

    • residing in different states across australia

    • who have been to a Business Hubs before

    • Who have never been to a Business Hubs before

    • A presentation pack with synthesised research insights was produced and presented back to key stakeholders.

    • This was fed into the new strategy for Business Hubs which led to a major restructure

    • Restructure has raised awareness of Business Hubs for bother customers and staff alike

    • Business Hubs Staff have given positive feedback on restructure

Telstra

CX Central

Qualitative Research, User testing, Treejack test

More on this project

  • CX Central is an internal platform which was created for our (500+) employees in our area with the purpose of uniting everyone and providing a a space to share resources. As the Service Designer, I was involved in the end-to-end delivery of an uplift.

  • To uplift CE Home and ensure it is fulfilling it’s purpose and user needs, and to potentially provide recommendations to further enhance culture, collaboration and engagement across our CX Chapter Area.

    Key Focuses

    Entry point/ Awareness: Do people know about CE Home? Is CE Home easy to find?

    Usability: Is it easy to navigate and find information on CE Home? Is the content and information easy to digest?

    Attitude: Does CE Home meet our user’s needs? How do people feel about CE Home overall?

    Purpose: Is CE Home meeting it’s purpose of improving culture, and collaboration and engagement across the CX Chapter area? encouraging

    • 11 interviews were conducted across different teams

    • 11 user testes were conducted on MVP1

    • Treejack tests were conducted once MVP2 was created

  • Research Report: I wrote and presented back an Insights report to the leadership team for alignment and feedback. This fed into a prioritisation workshop ran by and for the leadership team, which informed the next stage of the design process

    MVP 3 was created and launched, becoming the home for everyone in the CX Area!

Telstra

Design Mandates

Qualitative Research, survey, treejack test

More on this project

  • The Design Mandates is a set of 16 principles, which guides us in putting the customer at the centre of everything we do. It is expected for any customer facing product, service or experience, to complete a Design Mandates Assessment and ensure a minimum viable experience that delivers on our Customer Principles. The Design Mandates Tool is an interface utilised to facilitate an assessment session, to assess whether projects have met the Design Mandates.

  • Problem Statement:

    “How might we improve the user journey of engaging with the Design Mandates?”

    Key Focuses:

    • Observe how facilitators are running their assessment sessions

    • Examine how users interact with the webpage and Design Mandates Tool

    • Determine how effective assessment sessions are in helping teams with their projects and missions.

    • Provide insights and guidance as to how to best achieve the ideal scenarios for the Design Mandates Tool.

    • Fly-on-the-wall user research on assessment sessions

    • Post assessment one-on-one interviews with facilitators

    • Surveys from team members who participated in assessment sessions

    • User – testing on the webpage and Design Mandates tool

  • All findings and observations were consolidated into an official report, with recommendations on potential ways in improve the user journey of engaging with the Design Mandates. This report was presented to stakeholders and internal staff who participated in the research. The report also captures the design process and detailed verbatums from participants.

Telstra

Shapeshifter

Qualitative Research, diary study

  • With Telstra looking into providing energy as a service, a small team of service designers were asked to look into customer behaviours with energy consumption, and to create a program to shift willing customers to more sustainable energy usage.

    • Understand how different users with different lifestyles consume their energy

    • Understand how motivated people are to be more sustainable with their energy consumption verses the actions they are willing to take

    • Understand how much of an impact education has on users’ energy consumption

    • First interview with 20 users before intervention (education)

    • After providing them with education on how to more sustainable consume energy, a diary study was conducted.

    • A second interview was conducted after the dairy study was completed

  • Research insights were presented back to stakeholders and executives, and informed us on how we could potentially design for a part of the customer experience / journey for our energy services.

    Although the launch for Telstra Energy was postponed indefinitely, the research project gave us invaluable insights which will be put into great use if Telstra decides to launch their energy services.

Telstra Onboarding for Interns & Grads

Qualitative Research

  • During my internship program, I led a research project to solve for the following problem statement: How might we create an internship experience that ensures teams are best prepared for interns so that interns feel valued and are set up for success?

  • 6 Grads and 6 interns from different areas of the business were interviewed.

    • A research pack was pulled together with synthesised insights and recommendations

    • Pack was presented back to the Early Careers team and several recommendations were implemented.

Resmed (internship)

Ergonomic study

  • During my internship, I was working with a team who was working on the next sleep apnea mask that was going to be released on market.

  • I helped the ergonomic testing to ensure the mask fit as many different face shapes and sizes as possible.

  • We tested the models on employees with facial descriptions that fit the requirements of the study. Different tests were conducted to see whether the mask met the benchmarks.

  • The study notified us that the current design of the mask at the time did not meet requirements, and improvements were made for the next prototype.