TELUS Technology (Formerly Digital) | UX & UI Design
Let's Make the Future Friendly
Multi-Project | Multi-Teams
My Role
Multi-Project & Multi-Teams, UX Strategy, Wireframing, Prototyping, UI Design for Customer Facing Initiatives
Duration
2 Years
Tools
Figma, Google Workspace, GitHub, Jira, Slack
Teams
Self Service Strategy, Customer Support, Mobile & App Strategy, Customer Growth & Retention, Platform Enablement
PROJECT 01
MyTELUS App Download Page
Navigation Updates, Page Redesign
Project Summary
As customer service demands and call volume for support services increased, driving app-based self-service actions became a critical business priority.
The existing MyTELUS App download page was several years out of date, with an outdated ux | ui experience and functional inconsistencies. Creating a fragmented user experience that failed to convert visitors. This misalignment resulted in low page visibility and a consistent drop in app downloads from the MyTELUS App page.
The MyTELUS App redesign project aimed to bridge this gap by aligning the page with the current design, current features, and functional performance standards.
Challenge
- How might we increase consumer opt-in of the App from the MyTELUS App page?
- How can we remove historical conditions restricting visibility to the MyTELUS App page based on login actions?
- In what ways can we increase consumer trust stemming from inconsistent experiences?
- In what ways can we use a fresh visual design experience & renewed content to promote new MyTELUS App self-service features?
Constraints
- Limited options for redesigning global navigation elements within current TELUS ecosystem.
- Regional considerations, different regions have different products and a varied App experience, proposing the question do we design individual experiences for each region or design for all experiences.
- A complete redesign of the MyTELUS app itself was simultaneously underway, limiting what we could promote with content and visual design.
Goals
- Drive digital adoption of self service and the MyTELUS App.
- Improve consumer trust in their experience.
- Demonstrate the usefulness of MyTELUS App to answer common inquiries and perform common service related tasks.
Identifying Key Areas for Impactful Improvement
1. Correct & Remove Login Conditions
- if customer has visited Telus.com in < 30 days, MyTELUS from main Nav, display = Login page.
- if > 30 days or customer has cleared cache, MyTELUS from main Nav, display = MyTELUS APP plp page.
- if customer is new / has not logged in to Telus.com MyTELUS from main nav, display = MyTELUS App plp page.
2. Redesign The Outdated MyTELUS App PLP page
1. Correct & Remove Login Conditionals
In order to correct and remove the login conditions our team needed to connect with the Global Navigation team to make recommendations for a better user experience and seek their input regarding any constraints or limitations that might arise.
As well as determine, the time required, human power required and the costs associated with the improvement.
Navigation Recommendations
Our initial recommendation was to untangle the two experiences of, the Login Conditions and the MyTELUS App Product Listing Page.
Because the Stakeholders wanted to keep both options, the initial recommendation was to add a simple navigation hierarchy, with a drop down of the two options for better visual organization.
Initial Iteration & Recommendation
During our discussions with the Global Navigation team it came to light that work was already underway to find ways to simplify and streamline the Mega-menu and to make space for new priority consumer experiences.
Because the super-nav already had a "Log in" option and the "My TELUS web" was also a log in option. It made the most sense to convert the super nav "Log in" to MyTELUS for better brand recoginition, as well to remove the duplication of options.
Final Iteration & Live Experience
With the navigation conditions corrected and updated to better suit the user and business needs, I continued onto the redesign of the MyTELUS App product listing page to better reflect the new design, features and benefits available for TELUS customers.
2. Lift & Shift: Page ReDesign
The existing product listing page was several years out of date. Creating a fragmented user experience that failed to convert visitors. The visual representation did not match the current user experience, support the current needs of our customers or promote 'the why' to use the app.
This misalignment resulted in low page visibility and a consistent drop in app downloads.
The redesign aimed to update this experience and bridge the gap by aligning the product page listing with the current App design, app features, and usefulness.
Targeted Approach
The intention of the page redesign was to increase product awareness, promote self-service options and demonstrate the usefulness of the MyTELUS App and empower our users to perform many of their account related activities through the app.
Telus project case study is currently being built
- March 4, 2026: Updated work is being added each day-