Create a self-service solution for adding Authorised Contacts for Account Owners on app & web.
The Ask: Provide a self-service alternative for the ~40,000 monthly customers calling TCC to add and manage authorised contacts.
The Task: Enhance and expand the existing “Manage” flow to allow customers to securely authorise second parties all within legal and Apple policy guidelines.
How we did this:
- Determined a secure method of validating customer records without compromising the privacy of any party.
- Abstracted technical complexity with simplified UX to reduce user friction.
- Designed a working solution from our ideal solution.
- Maximized customer value within technical constraints.
Methodology: Desirability, Feasibility, Viability
Save call times for customers, save costs for TCC
Customers looking to add authorised contacts to their account was driving roughly 40,000 call volume to TCC monthly. Providing a self-service alternative would save customers the lengthy wait times and save Telstra the TCC cost.
Updated API’s and fraud prevention
With the customer API’s recent refresh and the coming rollout of MFA, we had the ability to reliably authenticate and match customer records through digital channels. We now had the opportunity to bypass the need for an agent along with better screening to prevent fraud. MVP Dependent on MFA and Address Search Since customers would be searching for or creating contact records on behalf of another party, we were restricted to using our 7-star capture standard to map and authorize contacts. This included being mindful of Apple’s policy on requiring Date of Birth, as well as being dependent on a robust equally robust address search.
Methodology: New components
Custom and compliant Address Search component
Having a validated address was a dependency to meet our 7-star capture standard. Since no component yet existed, we would have to build our own. We took the lessons learned from Team Victory’s “Store Locator” and worked with Accessibility to craft a compliant, accessible solution that meet our needs for structured and unstructured search. We also ensured this global component could easily integrate into other flows as needed (ie. Profile details).
Methodology: Robust documentation
Updated scripts
To reduce journey friction, most of the hard stop scenarios were fitted with a messaging entry point to the utilize agents already allocated for contact issues. To navigate the numerous scenarios, I also provided script guides to map intent and details to the correct skill.
Translating architecture diagrams
Much of the scope was driven by technical dependencies. To make sense of the numerous conversations with ever-increasing complexity, I created simplified flows to use as conversation anchors and visuals. My teammates (including BA and PO) later said that the extra effort for these resources drastically eased their workload.
Outcome: Less calls and more savings
Since launch Dec 2021
- 15,548 customers created contacts via MyT app (as of June 2022)
- Call volume reduced by average 2,500 per month.
Refreshed UI
Since we were also reducing the tiers of permissions by eliminating “Asset user”, we felt the existing contact management UI was due for an uplift, including addressing some front-end tech debt to update components to use the now available Able equivalents.
