The outage detail screen is designed to provide My Telstra customers with clear, useful, and timely information helping them stay informed and experience minimal disruption during an outage. I was tasked with enhancing the UI to optimise the user experience.
Problem
The existing outage detail screens across the My Telstra app and website provided limited updates and did little to inform users about what was happening, why it was happening, and what to do next. User research highlighted inconsistencies and fragmentation across platforms, often resulting in inefficient loops, dead ends, and a confusing transition from authenticated to unauthenticated experiences. This led to higher support call volumes and a negative impact on Net Promoter Score (NPS).
Goals
In Phase 1, we aimed to uplift the existing outage detail screen experience by:
• Making content more informative, consistent and actionable
• Improving visual hierarchy based on research features
Process
• I collaborated with the UX and content designers to define appropriate components
• Prioritised key information based on feature research and customer feedback
• Adapted section based layout for more concise information
• Applied Telstra’s ABLE design system for consistent UI patterns
Final Designs
I was responsible for creating a unified experience across 23 outage scenarios on Android (phone and tablet), iOS (iPhone and iPad) and Web (mobile, tablet and desktop).
Scenarios:
My Telstra Planned + Upcoming: 7
My Telstra Planned + Current: 7
Unplanned: 7
No outage: 2 (Android and iOS only)
Delivery
• I built platform specific templates to work efficiently and maintain consistency
• Used a modular layout approach that adapted to different outage types and scaled well for developer handoff
• Balanced consistency with flexibility to accommodate unique edge cases
Outcome
• 12% reduction in outage checks per visitor, indicating customers were checking less frequently and receiving higher quality information
• 3.3% of outage visitors were opting to sign in to My Telstra for more information
• 3.3% of outage visitors were opting to sign in to My Telstra for more information
• Customers who received outage information were 15.4% less likely to visit the Contact Us flow (equivalent to 1.4k fewer contacts per month, 60% of which were calls)
• 2.0% of outage visitors proceeded to visit the fix.telstra tool
Reflection
• Learned to handle large-scale scenario design by creating scalable UI templates
• Could have improved on the rules displaying the right variation for the right scenario by explicitly labelling scenarios on the variations
