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Device configuration & upgrade

Empowering Telstra customers with a seamless in-app journey to discover and action their device upgrades the moment they become available. This initiative focuses on proactively informing users and providing an intuitive exploration experience within the native Telstra application.

Problem

Telstra customers currently lack a dedicated and integrated in-app experience for discovering and upgrading their devices. The existing process requires users to navigate away from the native application to explore a web-based catalogue, and there is no proactive notification system to inform them of their upgrade eligibility. This disjointed experience creates friction, misses opportunities to leverage authenticated user data, and hinders potential upgrades.

Solution

To address the identified problems, we designed and implemented a comprehensive in-app upgrade experience, seamlessly integrated within the Telstra native app. This solution introduces a proactive upgrade notification on the 'For you' tab, informing customers of their eligibility. From this prompt, users can seamlessly explore the latest devices, access detailed and relevant information, configure their chosen device, select an appropriate data plan, and complete the checkout process—all without leaving the familiar app environment.

Upgrade prompt

Upon navigating to the 'For you' tab within the Shop section, eligible customers will encounter a prominent Hero card showcasing the latest device available for upgrade. Tapping this entry point will direct them to a dedicated screen displaying all available models for that device, leveraging the established framework from our existing Mobile Catalogue feature. From this model selection, users will then proceed to the 'Device Configuration' stage.

Device Configuration

The 'Customise your phone' screen empowers customers to tailor their selected device by configuring key attributes such as Colour, Storage capacity, and Repayment length. Our design process involved a comprehensive exploration of potential scenarios to ensure a robust and informative user experience. This included designing specific states to clearly communicate situations like 'Out of stock', 'Selection unavailable', or when a special 'Offer attached' might influence choices.

Learn more

To enable customers to easily explore detailed information about the new device, we implemented a native segment control. This allows users to seamlessly toggle between viewing the device's key features and its comprehensive specifications. The content for this section, provided by the brand in HTML format, was efficiently integrated, allowing for rich and up-to-date information to be readily available to the customer.

Plan select

To present our data plan options, we implemented a native carousel component, providing a highly user-friendly experience. Customers can effortlessly swipe horizontally through the plan cards to discover the available choices, leveraging intuitive gesture navigation. Furthermore, this native component inherently supports platform accessibility features, ensuring inclusivity for all users. Our user testing validated this approach, with participants overwhelmingly preferring the ease of swiping through the carousel compared to vertical scrolling through a stacked layout.

Review and confirmation

As the final step, customers are presented with a comprehensive confirmation page. This screen provides a clear overview of their entire selection, allowing them to review all chosen components – device model, colour, storage, repayment plan, and data plan – presented together as a complete package before finalising their upgrade.