TELSTRA DIGITAL, ENERGY
Strategy, research and design for new markets.
PROBLEM
Telstra is expanding its in-home offerings to include Energy, integrating all services and moving into clean energy within the existing app. Our mission was to deliver exceptional sales and support for electricity and gas customers within existing digital platforms. With most people unaware of their energy usage or grid conditions, we aimed to meet and exceed new energy customers’ expectations for essential services and features at launch, ensuring a strong customer experience and improving key metrics like NPS and assisted contact rates.
APPROACH
We began with an immersion phase, mapping current customer journeys across competitors and synthesising existing telco flows, assets and data to develop energy use cases. Ideation workshops and concept development followed, ensuring alignment with existing patterns and the Telstra design system. Concepts were tested, refined, and validated to inform the MVP, fast follows and future state, with features prioritised into four customer release phases. Our deliverables were socialised across the business for input. Once we received a necessary approvals, two squads were formed, and detailed design and delivery planning commenced. Additional usability testing supported our iterative process using Lean and Agile methodologies.
OUTCOME
Project on hold.
