Leading Australian telecom company Telstra needed to upgrade and streamline its technical enquiries ticket system C3 – the system that they use to manage their corporate clients' requests relating to broadband services. They asked Base Creative to create a new User Interface (UI) and User Experience (UX) and App for mobile devices that would increase business efficiency and provide a more positive customer experience.
Their current desktop system allowed clients' IT managers to log in and create a ticket which was then processed by Telstra’s ticket team. It did not display well on mobile devices.
With a focus on aligning the business strategy of Telstra with the brand experience, we started by undertaking a range of qualitative research and trend analysis to create a new visual language and UX design that would simplify the entire process.