Telstra. Enhancing the Order Tracking Experience
In this case study, we explore the utilization of a mixed-methods research approach to enhance the order tracking experience within the MyTelstra App. By combining qualitative and quantitative research methods, Telstra embarked on a comprehensive investigation to gain valuable insights into customer preferences, pain points, and expectations.
Telstra. A UX Case Study on Reducing Drop Rates and Enhancing User Experience
This case study delves into the remarkable journey of MyTelstra Smart Care, a digital solution designed to revolutionise the customer experience. Telstra leveraged innovative technologies and streamlined processes to create a seamless self-diagnostic system.
The Use of Native Patterns in Apps: Jakob's Law and Increased Usability
When users download an app, they have certain expectations about how it will work based on their experiences with other apps. One way to ensure that your app meets these expectations is to use native patterns.
Designing Information Architecture That Works: Lessons from MyTelstra
In the case study of MyTelstra's order tracking experience, we can see how important it is to understand user mental models when designing information architecture and userflow.
The Importance of Understanding User Mental Model when Designing an Information Architecture
Understanding user mental models is important in IA design because it helps designers create an IA that aligns with the user's expectations.
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