02 Telstra Connect
The Telstra Connect project commenced with an in-depth UX research and ideation phase, aimed at comprehensively understanding user needs and market dynamics. Initially, I developed user personas and user stories, enriched by insights gathered from targeted user interviews. This foundational work was supported by a thorough competitor analysis, providing a clear view of the market landscape.
Telstra Connect is a self-service platform designed to offer Telstra's business and enterprise customers a centralised digital space to manage their telecommunications services efficiently. This service is specifically tailored to streamline the management of Telstra's products and services, providing a suite of features aimed at enhancing operational efficiency and simplifying the user experience.
The sitemap provides a clear visual representation of how different pages and features are interconnected, which helps in planning and organising the content effectively.
In the Telstra Connect project, identifying user roles and their corresponding pain points was crucial for creating a targeted and effective user experience. From These I then collected User insights. This approach not only helped in designing solutions that addressed these pain points effectively but also in prioritising feature development based on the impact on user satisfaction and engagement.
Mental health is often stressful and impersonal. GreenMind branding reflects its mission to create a more positive, personal experience, with a calm color palette, soft typography, and a playful logo and UI elements.
After a thorough review of the existing landscape, I gained a clear understanding of the underlying issues faced by users. This deep insight enabled me to pinpoint specific problems and formulate targeted solutions that could effectively address these challenges and enhance user satisfaction.
I decided to focus on 3 key features for trial. These features have been selected based on their potential impact on user experience and the value they add to the product. The features were tested on 15 participants, the chosen features are:
F1 Personalised Dashboard
F2 Collaborative update sharing
F3 Smart Service Navigator
I conducted a closed card sorting exercise with 10 participants to refine the information architecture of the customisable dashboard. This method allowed me to observe how users categorised various dashboard elements according to predefined categories. The insights gained from this exercise are instrumental in ensuring the dashboard’s structure aligns intuitively with users’ mental models, ultimately enhancing usability and navigation.
The DoGo map serves as a practical tool for sharing the information architecture of the app. This method allows for visualizing potential navigation paths through a site and facilitates communication between design and development teams without the need for digital tools.
The design concept of the customisable dashboard for Telstra Connect revolves around user empoIrment and flexibility. The dashboard allows users to tailor their interface by simply pressing the "Add Widgets" button. This opens a menu where users can choose from a variety of widgets—each representing different features or data elements relevant to their telecom management needs. Adding a widget is as straightforward as selecting it from the menu and placing it on the dashboard.