The first step in defining a user experience at Telus was trying to understand a project from a customer perspective. Looking and data, a voice of the customer, ClickTale and working with the Analytics team allowed me to understand what the pain points were for the customer and what KPIs we can improve. I applied the Lean UX methodology to define a value proposition and MVP (minimum valuable product).

In every project, I worked on I have collaborated with my team, stakeholders both in Toronto and Vancouver’s office using appropriate collaboration techniques including rapid sketching with a design studio and whiteboard brainstorming techniques.

Worked closely with product owners and stakeholders creating detailed user flows to quickly identify pros and cons of each flow. Being able to visualize how product flows from screen to screen improves communication with stakeholders and provide a visual tool to validate your idea with others.

Telus customer’s outcomes are measured at every point of the customer journey: Learn, Buy, Get, Use/Pay and Support. These example map I worked for a Referral program first takes a very high-level look at how this journey will play out and then goes into user stories detail flows. This approach allows me to communicate a complex technical solution in a simple way where all stakeholders can see right away where possible pain points are in a customer journey. Communication of technical restrictions is very important when working with marketing teams so they can participate in a solution.

Designing at Telus starts with mobile first in mind. Wireframes are a result of a collaborative team effort to assure that in an agile way everything starts up together with UX including visual design and development. I’ve also built Invision prototypes and wrote test questions for user validation sessions.