My Optus App Onboarding
Optus Device Insurance Service Transformation
December 2, 2020
Optus Chatbot MVP
December 2, 2020
Singtel Optus Pty Limited is an Australian telecommunications company headquartered in Macquarie Park, New South Wales, Australia. It is a wholly-owned subsidiary of Singtel.
Why did Optus engage Avoca?
We were tasked to design and steer the My Optus App, Onboarding journey using hard Customer Experience data to remove 1.5 Million Customer away from the Help Desk to a self-serve capability.
What Avoca did.
We lead a feature Agile squad consisting of 2X Developers, 2X UA-Testers, a Visual Designer including a Function Business Analyst & Production Owner through concept design, business stakeholder management and delivery. Services delivered: Lead Product Design / Senior UX & Service Design / Management Consulting.
Result/outcome:
The delivery of a best in class onboarding solution which reduced Service Support Call Centre traffic by 25% at the time of release to market.