MY TELUS APP - ONBOARDING
This feature was designed to reduce support calls by empowering users to complete self-service tasks directly within the app.
Analysis showed that the largest group of callers were new TELUS users, unfamiliar with the app during their first login. We identified the top five actions these users needed most and created a streamlined experience that serves as a central portal to access these flows quickly.
For users who skipped the initial onboarding, we implemented a gamified progress component to motivate task completion and encourage full engagement with the app.
The user journey for this feature was complex, as it intersected with multiple other app functions. To reduce friction, we designed a simple, minimal experience that guides users through their tasks without overwhelming them. This approach is why we created an intuitive portal on the initial screen, making it easy and motivating for users to complete key actions.
Key Improvements:
Completion Feedback: When users complete tasks, a congratulations screen provides a sense of closure and accomplishment.
Impact on Support Calls: Early results show a decrease in in-person support calls as more users complete tasks within the app.
Task Completion & Security: Overall task completion increased by 5%, with two-factor authentication completion rising 10% following the release of this feature.
Outcome:
A more engaging and motivating experience that encourages users to complete tasks independently, reduces support calls, and drives adoption of important security features.