Weaving customer testing framework into the fabric of Telstra

How does a trusted and mature in-house advocacy testing and research team strategically respond to escalating demand across the product lifecycle within a fitter and faster model? We’ll take you through our 2.5 year journey map as we’ve scaled up, sharing our framework for managing design challenges in Telstra.

Presented by Emily Murray and Corrina Liao

Transcript

1. Weaving customer testing into the fabric of Telstra Corrina Liao & Emily Murray – Design Practice – May, 2016
2. Improving customer advocacy Driving value from the core Building new growth businesses
5. ACT 1: PILOT
8. “Thinking about your recent experience of ... on a scale of 1 to 10, rate how likely you would be to recommend product/service?”
9. ACT 2: CONSOLIDATE
13. ACT 3: EXPAND
17. ACT 1: PILOT ACT 2: CONDOLIDATE ACT 3: EXPAND
19. Weaving customer testing into the fabric of Telstra Team Demand Agility