Service design
User interviews
Discovery leading
User testing
User experience design
The problem
Due to costs associated with barges delivery to remote islands in Australia is highly expensive. Delivery Unlimited is a subscription service that offers free delivery on orders over $75 or more and promises delivery to anywhere in Australia.
When combining the two, it leads to an unintended loophole that makes customers on these islands be able to discount orders that would usually be $200-300 in delivery costs to $0.
→
Costs in delivering to remote locations
→
Limited discovery time
→
Unknowns in user behaviour and delivery process
→
Aging and vulnerable customer demographic
Introduction
Imagine yourself as a software engineer
Your responsibilities are…
1. Implement security measures to protect the network from threats
2. Monitors and maintains network performance and security.
3. Troubleshoots connectivity issues and optimizes systems.
Your pain points with Telstra are…
1. I need to use a bespoke portal per task, resulting in a dozen different portals I need to use and learn.
2. This makes my workflow convoluted, with multiple browsers and tabs open.
3. It's hard to onboard new people to help me use these tools and it doesn't scale well.
How this negatively impacts Telstra…
1. You have difficulty meeting your KPIs due to our clunky tools.
2. When your manager asks you about pain points, you cite our sofware.
3. The enterprise partner sales representative for your company decides to find an alternative to Telstra software, and you personally have a strong negative association with Telstra Enterprise brand experience and software.
Discovery & Research:
Desktop Research Findings
Through discovery meetings and data analysis, I uncovered the following:
• A confirmed list of the impacted islands
• That users were generally lower socioeconomic status and older in demographic
• A majority of deliveries were completed with a mobile device
• User ordered generally once a fortnight on average due to barge scheduling
• Islands that recieve delivery via plane were unable to use the exploit
Research Artifacts
Remote Islands Customer
Delivery Process Service Blueprint
Discovery Experience Journeymap
The Solution
Emails
Changes to existing user flows
New content
Impacts
Recommendations:
Add a fee to orders from these locations instead of removing access to Delivery Unlimited entirely.
Inform current customers of the changes in policy via the checkout area and email.
Inform new customers signing up from these regions of the regional delivery fee if possible via them having a previous online delivery with Woolworths.
91%
Customer retention
Projected remote delivery costs resolved