Looking from the inside-out
summary
Telstra and Fjord run ethnographic research, ride‑alongs and workshops to rebuild the retail service ecosystem, then prototype and usability‑test iterations on a common design wall. They build a dashboard called the customer advisor tool or CAT that layers legacy systems into one responsive interface, deployable on tablets. Launched in December, CAT reaches 5,000 agents daily and enables over 2,000 customer check‑ins so far, reducing handoffs and speeding resolution.
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chapters (8)
- 0:00Introduction and service failures
- 3:07Three key trends in service design
- 7:02Telstra’s service ecosystem
- 9:14Designing a service experience
- 12:03Discover phase and research
- 15:35Co-design workshop and CAT tool
- 19:04Customer advisor tool demo
- 21:57Key takeaways and conclusion
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