A seamless digital experience across all Optus services

In short

Almost half of Optus’ 6 million eligible accounts didn’t have any way to be authenticated. Only 60% have an active account for self-service. As household connections and IOT devices grow, the importance of an Optus Digital ID is vital.

Client

Services

Technology Advisory

Interviews

Service Design

Wireframing & Prototyping

Methodology

• Ran a focus group with 20 stakeholders to gather business and technical requirements

• Interviewed 24 Optus customers to understand their frustrations when authenticating across multiple channels.

• Created a customer journey map of all possible user types & scenarios. Helping build an opportunity matrix with stakeholders to guide technical recommendations, including the introduction of Apigee and OAuth2.0 social login.

Solution

The findings from this research influenced Optus' decision to move forward with the rollout of a new Customer Data Platform.

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