TELUS is a leading Canadian telecommunications company offering wireless, internet, & home solutions. Known for its customer-first approach, TELUS uses innovative technology to deliver exceptional digital experiences that keep people connected.
MY ROLE
As Design Strategy Lead for My TELUS App, I led a hybrid dream team of in-house and vendor designers, crafting a formal practice that enabled excellent design to thrive within an evolving, technology-driven setting.
Together with our Product and Engineering partners, we built contextual, personalized, and connected end-to-end journeys across multiple touch points, resulting in a 40% increase in monthly active users, and $3M+ annual savings in operating expenditures…
…. and we had a blast along the way!
OUR VISION
Empower customers to achieve their desired outcomes as a trusted enabler at the centre of the TELUS ecosystem.
Powered by intelligence, the app anticipates needs and simplifies tasks, engaging customers through personalized, meaningful experiences.
To help Customers and team members to do what they want to do, easily.
Deliver features that support high value self-serve activities, allowing customers to solve their own problems through more efficient, lower cost channels for the business.
OUR MISSION
OUR APPROACH
Apps give us permission to be part of our Customers’ lives.
We engaged a service design approach grounded in strategic, holistic, and collaborative design thinking. With a solid vision of the bigger picture, we focused on the fundamentals of Customer offerings.
Image Source: UK Design Council
Guided by our Experience Principles, we prioritized solving the right problems for both our Users and the Business at every phase to deliver maximum value. Our process continually evolved, as we tackled end-to-end journeys across time and multiple touch points.
Just enough of the right stuff
We engaged the broader cross-functional team in crafting a shared vision through lean, agile activities that sparked investment and commitment.
RELEASE > LEARN > ITERATE > REPEAT.
