Joana Ferret
Interaction UX/UI Designer
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TELUS: Data Top-ups

User’s needs for mobile data is expected to grow at a torrid pace for the next seven years, with some experts saying that by 2021 the global compound annual growth could reach a rate of 37%! In order to tackle to this growing market of users who don’t want to incur data overages, TELUS offers data top-ups to its customers.

 

In this project my team had to enable self serve purchases of these data top-ups and divert people from calling to purchase. As the main UX Designer in the team, I had to understand when and how users would want to top up their data as well as finding the best place for it in our site’s information architecture.

Customer Journey Map

Customer Journey Map

Mapping end-to-end experience, from the moment users are notified on their devices that they are at the end of their included data bucket to the way it’s easier for them to buy top ups for themselves or a family member in the account

Sketching Session

Sketching Session

The image above shows some examples of sketches created during a Design Sketching Session lead by myself with team members, developers, and stakeholders. Sessions like this are very helpful to kick-off the wire framing process.

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By the numbers

By the numbers

75.1% increase in digital transactions in 6 months after launch, which was 18.1 points above expectations.