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Transforming the Customer Service Experiences for a Mobility Operator

Transforming The Customer Service Experience

Project Overview

TELUS Mobility is a Canadian Wireless Mobility Operator based in Vancouver, Canada. They are one of three national mobile phone carriers in Canada and a division of Telus Corporation. 



Enhance Omni-Channel Customer Experience 

With the growing competition in the Canadian Mobile Market, Telus sought to enhance its customer service experience across multiple channels and devices while reducing operational costs through a self-service strategy. 


The Challenge

Fragmented Experience & Old Technology

To make this strategy work, we needed to work with Telus to fix their fragmented web presence and update older technology while managing conflicting goals between departments and stakeholders. 

Before TechBlocks, they attempted to build a self-service strategy independently but encountered some obstacles. 

Cross Browser

Failure to understand their evolving business needs and take an agile approach to capture requirements.

Diversity, Equity, and Inclusion (DEI)

Focused too much on technology implementation instead of the customer experience and needs of the business.

Caring Culture and Employer Brand

Spent time writing long, confusing reports rather than using visually rich and easy-to-read graphical representations.


Lacked end-to-end vision and focused solely on building the strategy, while ignoring practical challenges in the implementation and rollout stages.

The Solution

The Solution

A Digital Transformation Plan For Customer Self-Service

Telus leveraged TechBlocks to help them clearly define a successful end-to-end web self-serve strategy. We brought in a team of consultants and designers for a six-week engagement to help them achieve their goals.  

During this period, we acted as the business analysts and project managers coordinating different business groups and running workshops to unite stakeholders to define cohesive goals and objectives. 

Our team worked to engage different areas of their business, including customer service and product teams, in storyboarding sessions to capture requirements and work with technical teams to develop feasible technical solutions. 

Our Approach

TechBlocks helped bring their vision to life by:

The Results

In the end, TechBlocks provided Telus with a well-defined roadmap for their self-service strategy aligned with the strategic needs of business groups and stakeholders. More importantly, it guided them on a customer-centric approach. All of this was achieved in a fraction of the time and price they had initially budgeted, making them a happy client. The clearly defined solution architecture, deliverables, timelines, and costs helped them to see the bigger picture and gain the confidence they needed to move forward to the next stage of implementing their customer-centric strategy. 

Results Achieved

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