Telstra wanted to know much more about their customer interactions with customer support during the covid19 crisis where they had to handle losing 1000 of their support agents in a matter of weeks.

To protect confidential information, I have omitted and altered some of the details in this case study. The information in this case study is my own and does not necessarily reflect the views of Telstra or Cognizant.

Inclusive personas to minimise bias and assumptions about customer behaviour.

Engaging customer journey maps based on the latest impacts of COVID19.

NBN call centre deflectionsNBN call centre deflections

Rapid change requires rapid adaptability - service flows for a surge in demand.

Hypothesis driven research, remote first. Cognitive empathy involves us getting to the level of what is going through a person’s mind as they solve the problems they encounter in the moment.

Plan the work and work the plan.

A comprehensive view of current state revealing that Telstra policy changes were not an operational reality due to lack of training and legacy software that were not able to adapt.