Telstra Liberate

Liberate your workforce

Telstra has delivered an enhanced, user-friendly Liberate solution allowing Enterprise customers transition from fixed to mobile calls natively. Designed and developed with W3.Digital’s Lean Design Squad the new Liberate app, portal and mobile-only solutions offer users greater control, responsiveness and mobility.

Telstra invited W3.Digital to bring Human Centered Design capability to inform, validate and help deliver Australia’s first fixed-mobile convergence solution.

Approach

Over 18 months, working in an exciting and fast Agile environment, The W3.Digital Lean Design Squad, consisting of researchers, service designers, UX designers and front end developers worked with Telstra to design the product, develop the solution and build the capabilities to launch Liberate – a market-leading unified communications solution for the Enterprise market.

Telstra Liberate is for customer-facing staff who want a better way to manage their work and personal calls when on the move. Initially targeting the Small business sector, but lacking in customer insights, the team could not make decisions on scope or the longer term product vision.

W3.Digital’s research concluded that the target customer was not a viable market for the product. With this evidence, management was able to pivot and focus on Enterprise as a validated segment, focusing efforts on the delivery of a new App, self-serve portal and a mobile only Unified Communications offering.

Outcome

The W3 Lean Design Squad, consisting of researchers, service designers, UX designers and front end developers, provided the necessary approach and execution to increase Telstra’s capability to deliver the project including:

 

  • Reduced the costs of inefficient exploration away from the core purpose of the project
  • Ability to pivot and focus on a validated segment, reducing risk and improving ROI
  • Reduced costs of current build plan by cutting unnecessary features
  • Reduced risk and failure demand with improved product design and end-to-end service experience
  • Ability to measure the success of the end-to-end experience post-launch
  • The design and implementation of end-to-end processes and capabilities to bring the product to market and dynamically support customers

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Telstra Liberate

Telstra has delivered an enhanced, user-friendly Liberate solution allowing Enterprise customers transition from fixed to mobile calls natively. Designed and developed with W3.Digital’s Lean Design Squad the new Liberate app, portal and mobile-only solutions offer users greater control, responsiveness and mobility. Telstra invited W3.Digital to bring Human Centered Design capability to inform, validate and help […]

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