Joana Ferret
Interaction UX/UI Designer
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TELUS: Update Address

This project had the mandate of migrating the update address functionality from our Classic Self Serve website to the My Account website.

Customer Journey

Customer Journey

Streamlined the customer journey, making it 3 steps shorter. The update address page was added under the My Profile page but it also has a shortcut from the Billing section, matching user’s mental model uncovered during user testing.

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By the numbers

By the numbers

Adoption was increased by 26% and conversion had a 60% increase.