CE Home - Telstra
Project Overview
Due to restructuring within Telstra, the CX Chapter Area was newly formed with six different chapters and CoE (Centre of Expertise) and 500+ employees. The leadership team wanted to further understand and solve for challenges within the Chapter Area amongst employees and simultaneously uplift an internal platform.
The Ask
CE Home is an internal platform which was created for our employees with the purpose of uniting the Chapter Area and providing a a space to share resources. As the Service Designer, I was involved in the end-to-end delivery of an uplifted CE Home. I also helped the leadership with alignment on initiatives to solve for the challenges amongst the employees.
The Team:
UX Designer
PO
Scrum Master
Service Designer
The Tools: Miro, Jira, Sharepoint, Powerpoint,
Project Process
Objective
To uplift CE Home and ensure it is fulfilling it’s purpose and user needs, and to potentially provide recommendations to further enhance culture, collaboration and engagement across our CX Chapter Area.
Key Focuses
Entry point/ Awareness: Do people know about CE Home? Is CE Home easy to find?
Usability: Is it easy to navigate and find information on CE Home? Is the content and information easy to digest?
Attitude: Does CE Home meet our user’s needs? How do people feel about CE Home overall?
Purpose: Is CE Home meeting it’s purpose of improving culture, and collaboration and engagement across the CX Chapter area? encouraging
Empathise
In this stage, I designed and led the user interviews and research, synthesised all findings and insights which generated several HMWs and fed into the creation of archetypes.
Define
I wrote and presented back an Insights report to the leadership team for alignment and feedback. This fed into a prioritisation workshop ran by and for the leadership team, which informed the next stage of the design process
Ideate
Prioritised problem statements were fed into an ideation workshop which I facilitated. Workshop was attended by 8 participants who represented different archetypes. Output from the workshop: Initiatives to tackle the problem statements, which were fed back to the leadership team for alignment and prioritisation.
Prototype / Testing
Based off user-testing, interviews and ideation workshops, low fidelity prototypes for CE Home were created. This was brought to design jams for feedback
The IA was put through a treejack test for feedback and to improve the information architecture.
Where we are at now
Several initiatives have been kick started by the leadership team, including some which are feeding into CE Home. The internal platform is currently being built based off the feedback on the prototypes.
One of the primary initiative that I am overseeing is the creation of a logo, brand and style guide for CX Chapter Area. This will be launched in March.