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Jul 17, 2022
Service Design, UX, UI & Product Strategy
NBN Co: Digital Service Tools
Problem Statement
As Australia’s national broadband network provider, NBN Co is responsible for delivering high-speed internet access to millions of homes and businesses — no matter how remote. Supporting this effort is a vast network of field service technicians, who are on the ground daily maintaining, upgrading, and troubleshooting the nation’s digital infrastructure. However, the legacy toolkits used by these technicians lacked the efficiency, flexibility, and digital integration needed to match the scale and pace of the operation.
The Challenge
NBN Co engaged Avoca to reimagine how field services were supported — through a modern, mobile-first digital toolkit that enabled faster job completion, improved data accuracy, and greater real-time coordination.
The challenge was to:
Develop a digital product that worked in low-connectivity and high-pressure field environments
Streamline service workflows while reducing technician downtime
Build a scalable foundation for field service capability uplift across Australia
Create a consistent and intuitive experience for thousands of diverse users
Deliver within an agile framework aligned with NBN Co’s product and delivery cadence
Our Approach
Avoca worked in deep partnership with NBN Co to design, prototype, and deliver a field-ready digital toolkit that enabled technicians to complete their work more efficiently and with greater confidence.
We applied service design and agile delivery principles across every stage of the engagement — from user research in the field to product release cycles and campaign execution.
Key elements of our approach included:
Field research and persona development across metro and remote regions
User journey mapping from dispatch to job closure
Co-designing with technicians and operational leads to shape MVP scope
Mobile-first interface design to support usability in rugged, fast-moving conditions
Campaign strategy to onboard and support adoption at scale
What We Delivered
Product Team Resourcing & Agile Delivery Support
To-Market Product Strategy & MVP Scoping
Brand Identity and Visual Design System
UX/UI for Field Service Digital Toolkit
Service Design & End-to-End Technician Journeys
Customer Experience Insights & Persona Modelling
Traditional & Digital Campaign Development
Executive Stakeholder Engagement & Management Consulting
The Outcome
Through a unified approach combining Service Design (SD), Customer Experience (CX), Experience Design (XD), and Executive Creative Direction (ECD), Avoca helped NBN Co deliver a field service platform that was both scalable and human-centred.
Outcomes included:
A successful national rollout with strong field technician engagement
Reduced friction in job management, reporting, and compliance tracking
Improved first-time job completion rates and technician satisfaction
High campaign impact, resulting in faster onboarding and tool uptake
A digital foundation to support the next generation of field service capability
Building tools for the people who keep the country connected?
We’d love to help you deliver at scale — with clarity, speed, and 3x ROI.
Learn more at nbnco.com.au
Problem Statement
As Australia’s national broadband network provider, NBN Co is responsible for delivering high-speed internet access to millions of homes and businesses — no matter how remote. Supporting this effort is a vast network of field service technicians, who are on the ground daily maintaining, upgrading, and troubleshooting the nation’s digital infrastructure. However, the legacy toolkits used by these technicians lacked the efficiency, flexibility, and digital integration needed to match the scale and pace of the operation.
The Challenge
NBN Co engaged Avoca to reimagine how field services were supported — through a modern, mobile-first digital toolkit that enabled faster job completion, improved data accuracy, and greater real-time coordination.
The challenge was to:
Develop a digital product that worked in low-connectivity and high-pressure field environments
Streamline service workflows while reducing technician downtime
Build a scalable foundation for field service capability uplift across Australia
Create a consistent and intuitive experience for thousands of diverse users
Deliver within an agile framework aligned with NBN Co’s product and delivery cadence
Our Approach
Avoca worked in deep partnership with NBN Co to design, prototype, and deliver a field-ready digital toolkit that enabled technicians to complete their work more efficiently and with greater confidence.
We applied service design and agile delivery principles across every stage of the engagement — from user research in the field to product release cycles and campaign execution.
Key elements of our approach included:
Field research and persona development across metro and remote regions
User journey mapping from dispatch to job closure
Co-designing with technicians and operational leads to shape MVP scope
Mobile-first interface design to support usability in rugged, fast-moving conditions
Campaign strategy to onboard and support adoption at scale
What We Delivered
Product Team Resourcing & Agile Delivery Support
To-Market Product Strategy & MVP Scoping
Brand Identity and Visual Design System
UX/UI for Field Service Digital Toolkit
Service Design & End-to-End Technician Journeys
Customer Experience Insights & Persona Modelling
Traditional & Digital Campaign Development
Executive Stakeholder Engagement & Management Consulting
The Outcome
Through a unified approach combining Service Design (SD), Customer Experience (CX), Experience Design (XD), and Executive Creative Direction (ECD), Avoca helped NBN Co deliver a field service platform that was both scalable and human-centred.
Outcomes included:
A successful national rollout with strong field technician engagement
Reduced friction in job management, reporting, and compliance tracking
Improved first-time job completion rates and technician satisfaction
High campaign impact, resulting in faster onboarding and tool uptake
A digital foundation to support the next generation of field service capability
Building tools for the people who keep the country connected?
We’d love to help you deliver at scale — with clarity, speed, and 3x ROI.
Learn more at nbnco.com.au