Symplicit was engaged to apply human-centred design methodology to develop the product and customer value proposition, and an experience blue print that was used as a base to help create the product road map for Telstra Air®.
Telstra Air® is a complex product that requires many departments to work together to deliver the best customer experience. The project was successful in several areas:
Symplicit discovered that the digital and physical touch points were not working well together, which was negatively impacting the overall customer experience.
Through customer and staff observations and interviews, concept testing of digital and physical prototypes, collaboration with technical teams and weekly experience walkthroughs with senior stakeholders (in NSW and VIC), Symplicit was able to assist the product team to create an approach that would achieve Telstra Air®’s usage targets through improved awareness and endorsement of the service.