Telstra

Bill Design

Overdue example
Telstra Bill UX Testing

Bills. Everyone hates them. A typical user persona goes like this: Libby is tired, it is the end of a long working day, she checks her mail and finds the last thing she wants to – her phone bill. She’s annoyed before she even looks at it properly… Tackling a user experience like this is a tough brief. Fortunately, we love bill design.

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After 7 rounds of UX testing and refining, we produced a clean, intuitive bill design that could be used perfectly by 100% of customers – a huge jump from the original low of 43%. It received the highest-ever customer satisfaction level for a Telstra communication – 99%. And it even won a distinction for its design at the AGDA Design Awards.

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