Play

Project

Telstra Enterprise

ABOUT PROJECT

The Telstra Enterprise project was all about making the app easier and more efficient for users. I focused on tackling common frustrations, like the complicated “Add User” feature, and introduced helpful updates like real-time notifications and customisable dashboards. Through user testing and prototyping, I refined these features to match what people actually need. I also made accessibility a top priority to ensure the app works well for everyone. In the end, the goal was to create a smoother, more user-friendly experience that boosts efficiency and satisfaction.

CLIENT

Billy Blue College of Design

PROJECT

Telstra Enterprise

MY ROLE

UX and UI designer

TOOLS

Figma • Asana • Loom • Maze • Google forms

TIMELINE

June-August 2024

Project stages

1. Discover

What problem do I try to solve?
Goals of the project
Challenges
Competitive Analysis
Research

2. Define

Sketches and feedback
Target Audience
Features needed
Participants for User Testing

3. Develop

User Testing
Typography and colours
Wireframing
Prototyping

4. Deliver

Final User Testing
Implementation
Gather Feedback

1. Discover

Problem

The problem I’m trying to solve is making sure the Telstra Enterprise app is easy to use and actually meets the needs of its users. Right now, things like getting real-time updates on network issues might not be as smooth as they should be, and customising the dashboard could feel a bit clunky. Adding new clients might take more effort than it should, and contacting support could be frustrating if it’s not quick and simple. The goal is to address these pain points so users feel like the app is reliable and intuitive and actually makes their work easier.

Goals

The goal of this user testing project is to make sure the Telstra Enterprise mobile app feels intuitive and easy to use. I want to see how well users can access real-time updates, customise their homepage widgets, add new clients, and get quick help from support when they need it. Along the way, I’ll look for any pain points—whether it’s confusing design elements or technical glitches—and gather feedback on what’s working well and what could be improved. Ultimately, it’s about making sure the app meets user needs, feels smooth and reliable, and leaves people satisfied and confident using it.

Challenges

The development and testing of the Telstra Enterprise app was conducted within a tight timeline, limiting the number of iterations and depth of testing.
The project had limited access to resources such as user testing participants with a knowledge of Telstra Enterprise.
Compatibility across various devices and operating systems posed challenges, especially in ensuring that the app’s features functioned seamlessly on all platforms. The Maze.co it is a great tool but it does not support mobile devices.

Research

Do Go Map

2.Define

The Defining Stage sets the foundation for the design and prototyping phases, ensuring the project remains user-focused and goal-oriented. The Problem Solution Canvas is a useful tool that helped me summarise the research and set project directions.

Problem Solution Canvas

Quick sketch-storming

After analysing the provided personas and summarising competitors and their strengths, I sketch some ideas for a Telstra app.

Target Audience and Research Stage Summary:
The target audience for the Telstra Enterprise project includes IT managers, service desk consultants, accounts payable officers, network engineers, and project managers. These users need efficient tools for managing telecom services, resolving incidents, and overseeing network performance.
In the research stage, I've conducted user interviews with 5 participants, surveys, and usability testing A/B testing with 24 participants to identify pain points, such as the complexity of the "Add User" feature and the lack of real-time updates. Competitive analysis and feedback from non-technical users further highlighted the need for a streamlined interface, customisable dashboards, and improved accessibility.

3.Develop

Typography & Colours

4.Deliver

Conducting A/B user testing helped me define the final look of a Telstra Enterprise app prototype. Here are some screens ⬇️

Service Blueprint

After creating a prototype, I made a service blueprint, a visual map outlining the customer journey, visible interactions, and behind-the-scenes processes in service delivery to identify pain points, streamline operations, and enhance the overall user experience.

Reflect

User-Centric Design is Essential

Prioritising user feedback and usability testing helped me identify key pain points, such as the complexity of the "Add User" feature, and guided the development of more intuitive solutions.

Accessibility Matters

Ensuring that my designs meet accessibility standards by using a colour contrast checker helped me improve the experience for users and broaden the app's usability to include individuals with varying technological proficiencies.

Iterative Prototyping Enhances Results

The process of creating, testing, and refining prototypes through multiple iterations was beneficial in developing features that aligned with user expectations and needs.

Clear Navigation Improves Efficiency

Simplifying the navigation and incorporating clear, consistent pathways to key features like user management significantly improved task completion times and user satisfaction.