Design Vision

Create clear and simple experiences that efficiently satisfy customer needs throughout their journey with TELUS.

Create clear and simple designs

  • All designs should support the brand
  • Reduce complexity. Intelligently constrain choice and options
  • Be concise

Know and respect our customers

  • Designs and content should be accessible and usable to all, regardless of device, location, demographic, cognitive and physical abilities
  • Decisions should be continuously informed by analytics and user research
  • Build customer trust. Don’t hide information that customers need and want in order to achieve their goals

Support the business

  • Strike a balance between business goals and user needs
  • The design should support business goals, e.g. call offloads, increase L2R
  • Work efficiently. Reuse where possible. Consider maintenance

Leverage the TELUS design system

  • Reuse and repurpose
  • Use familiar design patterns whenever possible
  • Designs need to work within the existing system

Measure the impact of your work

  • Leverage your analytics primes
  • Designs should have a measureable hypothesis
  • Measure and iterate your designs

Design for all screen sizes

  • Design once to look great on multiple screen sizes e.g. mobile, tablet, desktop
  • Use responsive / adaptive design as appropriate
  • Understand how design impacts performance. Ensure design is technically feasible

Seek the perspective of others

  • Collaborate with team members, stakeholders, and customers early and often
  • Share and evolve your ideas based on feedback
  • Explore many different solutions, iterate

Consider end-to-end experiences across all channels

  • Every experience should help customer towards their goal
  • No dead ends
  • Consider how your designs supports the multichannel experience