Telus Appointments – online tool

I was a lead UX designer for Telus Appointments. Our scrum team created an online tool for booking in-store appointments in Telus stores across Canada for consumers who would like to get or repair a phone.

What I did: Interactive design,  end-to-end user experience, wireframing, prototyping, user validation.

We wanted to provide a customer with an online experience that would allow them to easily schedule an appointment in a Telus store. Also provide a means for sales reps, chat agents, telus.com to have one common place where in simple steps customers can get a service they need.

We wanted to provide a customer with an online experience that would allow them to easily schedule an appointment in a Telus store. Also, provide a means for sales reps, chat agents, telus.com to have one common place wherein simple steps customers can get a service they need.

aap-02

We’ve created a complete experience for mobile and desktop that integrated well with other pages and brand standards. I’ve worked with remote development house and created a detailed annotated document with interaction models and UI to help the process. As well as visually communicated before and after iteration states for good tracking of changes and collaborative sharing.

app-01

After the first release in one province, I wrote scripts and analyze results for both a focus group validation as well as follow-up testing after iteration. Validation allowed me to simplify the appointments scheduling process by removing content irrelevant to consumers, improve micro-interactions, and make it shorter. After the second release, Telus Appointments become nationwide and right away we saw an increase in booked appointments.