Masterclass

Telstra

How might we create a sustainable technology education program that improves the digital literacy of all Australians?

Discover

Through contextual enquiry, service safaris and store interviews, we understood the key customer education pain points, industry best practice and current-state environmental and staff constraints.

The outputs of the research included six customer personas and eight design principles to focus the remainder of the project.

design & Test

Along with the guiding principles, the research allowed us to break down the future journey into deliverable elements: the store experience, an online booking system, staff capability and a curriculum of classes.

By testing & iterating each element in increasing fidelity, we were able to craft a comprehensive service blueprint that articulated how these elements should harmonise into a seamless experience.

deliver

The Masterclass program delivered its MVP in the Sydney Discovery flagship environment, with twice-daily classes supported by trained facilitators and online booking.

Future concepts were also developed, including bite-sized educational videos for customers and online class delivery.