The Ask

Enhance Omni-Channel Customer Experience

As competition grows in the Canadian mobile market, Telus was looking for a way to enhance their customer service experience across multiple channels and devices while reducing their operational costs through a self-service strategy.

Fragmented Experience and Old Technology

In order 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 on their own, but ran in to some obstacles.

• Failure to understand their evolving business needs and did not take an agile approach to capturing requirements
• Focused too much on technology implementation instead of the customer experience and needs of the business
• 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 implementation and rollout stages

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 bring stakeholders together 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 with the goals of capturing requirements and working with technical teams to come up with feasible technical solutions.