Telstra Enterprise aimed to elevate its digital customer experience on Telstra.com/enterprise, driven by a new strategic direction from the marketing team. The goal was to create an integrated, top-tier digital experience that aligns with market trends and customer preferences.
Continue reading “Redesigning Telstra Enterprise’s Digital Customer Experience”Author: James Earnshaw
Scaling Digital Transactions and Enhancing User Experience at Telstra Enterprise
As the Design Lead of a transformative initiative at Telstra Enterprise, driving a significant overhaul of their digital platform. Leading a multidisciplinary team of professionals across UX, UI, content, and research, I was pivotal in scaling digital transactions from 12% to 43% and growing active customers from 6,000 to over 13,800 within two years. My approach centred around a solid North Star vision and innovative design chapter methodologies, resulting in a marked increase in customer satisfaction and a substantial shift in the service model. This case study details the strategies and achievements that defined this successful project, highlighting my leadership, strategic vision, and commitment to user-centric design.
Continue reading “Scaling Digital Transactions and Enhancing User Experience at Telstra Enterprise”Leading the Evolution of Customer Self-Service Platforms
As the UX Design Lead for the My Telstra App, I spearheaded the transformation of customer self-service platforms, driving innovation and user-centric design for millions of users. From leading a talented team of designers to establishing robust design processes, my strategic and collaborative approach resulted in significant user growth and enhanced digital experiences. This case study delves into my journey, showcasing the impact of my leadership on the successful launch and continuous evolution of the MyTelstra app. This critical project exemplifies my commitment to excellence in user experience design.
Continue reading “Leading the Evolution of Customer Self-Service Platforms”Help Me to Help you!
Continue reading “Help Me to Help you!”“I have a problem, can we take the phone number off the internet.”
– Actual business owner.
the right visuals: helping customers understand their savings through data
As the customer experience designer for Westpac Live the business wanted to improve the visual presentation of the new savings product known as Life. The business objective was clear however the right visualisations to use was not.
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deliver a simple experience for banking customers: from ideas to delivery
I was engaged by the Westpac GEL team to support the Re-Imagined Banking project known as Simple. It was entering the second phase and the GEL team wanted a systems design focus on the governance of CX. The team needed to ensure the established GEL principles were being adhered to and that strategic goals of production efficiency; multi-brand; and accessibility were delivered.
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origination journey: getting it right first time
Digital solution for quoting and onboarding car loans. RAC is the automotive insurer for West Australian motorists. RAC Motoring was a long time client and had undergone a major redesign that I had led. As a result of this redesign, RAC Finance wished to align their brand to the new design and improve conversion from quotes to completed applications. Continue reading “origination journey: getting it right first time”
interactive PDF viewing experiences
As the design consultant for Computershare Communications Services (CCS) I was responsible for managing one of its vendors for the Computershare Investor Services (CIS) suit of tools. CIS has many tools and products in the market for investors to use for a range of activities from help with listing companies, manage registries, delivering corporate actions, managing employee equity plans or managing meetings and votes. Continue reading “interactive PDF viewing experiences”
responding to governmental changes: first in market clearing house solution
As the Design Consultant for Computershare Communication Services (CCS) I was engaged to lead the visual and UI design of a new white label portal. Computershare has a Superstream product to the market known as Superpoint. Continue reading “responding to governmental changes: first in market clearing house solution”
the how-to of effective customer comms
All the personas and mapped out customer journeys in the world won’t help you if your communication is not effective. So what is effective communication and how can it impact the experience my customers have. The goal of any piece of communications should always be coming from the same principle.
Create easy to read and understandable communications to ensure customers respond or react in a manner that supports my brands objectives. Continue reading “the how-to of effective customer comms”