The problem: Telstra customer service agents had to navigate multiple Salesforce workflows to update customer details, creating unnecessary complexity and inefficiency in everyday account management tasks.

 

Project background.

The Console team was responsible for the user experience of Telstra's internal customer service platform, built using Salesforce.

Agents needed to manage a variety of customer account tasks, including updating personal and business details, verifying customer information, processing changes of ownership, managing bereavement requests and applying discounts.

These tasks often involved complex business rules and different information requirements.

My role was to help translate these requirements into clear, consistent and intuitive experiences that supported agents in completing their work.

 
 

  • As Senior UX Designer on the console team, I worked across the end-to-end design process, from initial ideation and journey mapping through to detailed UI design in Figma.

    My responsibilities included:

    • Facilitating ideation and mapping user journeys and flows in Miro.

    • Identifying opportunities to simplify existing processes and reduce unnecessary complexity.

    • Developing user flows and interaction concepts.

    • Creating wireframes and detailed UI designs in Figma.

    • Collaborating closely with business stakeholders and the Business Analyst assigned to my team.

    • Iterating on designs based on stakeholder feedback, technical considerations and business requirements.

    • Working within an Agile delivery environment, aligned to two-week sprints.

  • To simplify account management by creating a streamlined, intuitive experience that enables customer service agents to verify and update customer information within a single, cohesive workflow.

  • The design needed to work within the existing Salesforce architecture, accounting for API dependencies, system integrations and backend limitations. This required balancing an intuitive user experience with technical feasibility and existing business processes.

 
 
 

A closer look: Customer detail verification

Bringing customer information together into one cohesive experience.

 
 

One of the projects I worked on involved redesigning the customer detail verification and update experience.

Agents needed to be able to verify and update a customer's details, including their name, address and phone number. Business customers also required the ability to update relevant business information.

Rather than navigating separate processes to update different pieces of information, the opportunity was to bring these tasks together into a single, more cohesive flow.

The design challenge

How might we create a streamlined experience that allows agents to review, verify and update all relevant customer information within one process, while accommodating the different requirements of personal and business accounts?

My approach

I began by exploring the existing process, identifying the different information requirements and considering how these could be brought together into a more logical user journey.

Using Miro, I mapped out the proposed journey and user flows, exploring the sequence of steps, decision points and different scenarios agents would need to navigate.

I then translated these concepts into wireframes and UI designs in Figma, working closely with the Business Analyst and stakeholders to ensure the experience aligned with business requirements and technical constraints.

Throughout the process, I collaborated with the wider team, refining the designs and working iteratively within our two-week Agile sprints.

Designing the experience

The design focused on bringing the relevant customer information into one structured experience, with a clear progression through the verification and update process.

Particular consideration was given to:

  • Bringing personal and business customer information into a consistent experience.

  • Making it clear which details needed to be reviewed and verified.

  • Providing a logical sequence for updating information.

  • Reducing the need for agents to navigate between separate processes.

  • Making the experience straightforward to follow while assisting customers.

 
 
 

Other projects

Alongside customer detail verification, I contributed to a range of account management experiences within the Console team, including:

Bereavement: Designing workflows to support agents handling sensitive customer account changes following a bereavement.

Change of ownership: Designing experiences to support the transfer of account ownership and the associated information requirements.

Discounts: Working on account discount processes, translating business requirements into clear agent-facing experiences.

These projects involved different business rules and customer circumstances, requiring thoughtful consideration of both the agent experience and the underlying processes.

 
 

Collaboration & delivery

Design was an ongoing collaborative process. I worked closely with stakeholders and the Business Analyst within my team to understand requirements, explore solutions and refine designs.

Working within an Agile environment meant balancing user needs, business requirements and technical considerations while progressing work through two-week sprints.

From initial ideation in Miro through to detailed UI design in Figma, I was involved throughout the design process.

The outcome

My contribution was focused on creating more cohesive, intuitive and consistent experiences for Telstra's customer service agents across account management tasks.

The work provided opportunities to simplify complex workflows, bring related tasks together and make it easier for agents to navigate the information they needed when supporting customers.

Note: The visuals in this case study are reconstructed conceptual representations for portfolio purposes, rather than original Telstra production screens.

 
 
 

User Research & Usability Testing

User interviews with customer service agents helped uncover pain points, understand existing workflows and identify opportunities for improvement. Usability testing provided feedback on proposed designs, helping refine interactions and ensure the experience was intuitive and aligned with agents' needs.