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Jul 17, 2023
Service Design: Reimagining the Business Partner Self-Serve Portal
Telstra Enterprise
Jul 17, 2023
Service Design: Reimagining the Business Partner Self-Serve Portal
Telstra Enterprise
Problem Statement
Telstra Enterprise supports a vast network of business partners across Australia, delivering telecommunications infrastructure, managed services, and digital connectivity solutions at scale. However, the self-service experience for business partners had not kept pace with growing expectations for real-time support, intuitive interfaces, and on-demand information. Friction in service access, disjointed help resources, and inconsistent digital journeys were impacting partner satisfaction and operational efficiency.
The Challenge
Telstra Enterprise recognised the need to reimagine its Business Partner Portal to reflect modern service expectations and empower partners with fast, seamless access to help and support. The challenge was to:
Streamline fragmented support pathways across multiple service lines
Create a scalable, intuitive self-service design system
Drive real-time responsiveness while reducing service centre overhead
Embed CX-led design principles across internal product teams
Develop campaigns that supported partner onboarding, confidence, and digital adoption
Our Approach
Avoca partnered with Telstra Enterprise to design and deliver a new generation self-serve portal — one that placed partners at the centre of the experience. We worked across Telstra’s internal digital, product, and CX teams to align vision, simplify service journeys, and build a modern interface that was scalable and data-informed.
Our focus included:
Designing user-led workflows based on high-value help-seeking behaviours
Uplifting the product team structure and sprint cadence for faster iteration
Creating CX-informed brand, messaging, and campaign assets for launch
Developing a portal architecture that supported modular integration and service extensibility
What We Delivered
Product Team Resourcing & Operating Model Support
Go-to-Market Product Strategy
Brand & Visual Identity Refresh
Self-Serve Portal UX & UI Design
Service Design & Help Journey Mapping
Traditional & Digital Campaign Development
Customer Insight Generation & Persona Modelling
Experience Product Design & Testing
CX Strategy & Management Consulting
The Outcome
By integrating Service Design (SD), Customer Experience (CX), Experience Design (XD), and Executive Creative Direction (ECD), Avoca helped Telstra Enterprise deliver a future-facing portal that reflected the scale, speed, and precision required by their business partners.
Key outcomes included:
Significantly improved partner satisfaction and digital adoption
Streamlined access to real-time support and self-help tools
Increased engagement through targeted launch and awareness campaigns
Modular design architecture enabling future service enhancements
A scalable model for service delivery across new partner types and regions
Looking to modernise your self-service experience?
Let’s explore how to transform your digital touchpoints with 3x ROI.
Visit telstra.com.au to learn more.
Problem Statement
Telstra Enterprise supports a vast network of business partners across Australia, delivering telecommunications infrastructure, managed services, and digital connectivity solutions at scale. However, the self-service experience for business partners had not kept pace with growing expectations for real-time support, intuitive interfaces, and on-demand information. Friction in service access, disjointed help resources, and inconsistent digital journeys were impacting partner satisfaction and operational efficiency.
The Challenge
Telstra Enterprise recognised the need to reimagine its Business Partner Portal to reflect modern service expectations and empower partners with fast, seamless access to help and support. The challenge was to:
Streamline fragmented support pathways across multiple service lines
Create a scalable, intuitive self-service design system
Drive real-time responsiveness while reducing service centre overhead
Embed CX-led design principles across internal product teams
Develop campaigns that supported partner onboarding, confidence, and digital adoption
Our Approach
Avoca partnered with Telstra Enterprise to design and deliver a new generation self-serve portal — one that placed partners at the centre of the experience. We worked across Telstra’s internal digital, product, and CX teams to align vision, simplify service journeys, and build a modern interface that was scalable and data-informed.
Our focus included:
Designing user-led workflows based on high-value help-seeking behaviours
Uplifting the product team structure and sprint cadence for faster iteration
Creating CX-informed brand, messaging, and campaign assets for launch
Developing a portal architecture that supported modular integration and service extensibility
What We Delivered
Product Team Resourcing & Operating Model Support
Go-to-Market Product Strategy
Brand & Visual Identity Refresh
Self-Serve Portal UX & UI Design
Service Design & Help Journey Mapping
Traditional & Digital Campaign Development
Customer Insight Generation & Persona Modelling
Experience Product Design & Testing
CX Strategy & Management Consulting
The Outcome
By integrating Service Design (SD), Customer Experience (CX), Experience Design (XD), and Executive Creative Direction (ECD), Avoca helped Telstra Enterprise deliver a future-facing portal that reflected the scale, speed, and precision required by their business partners.
Key outcomes included:
Significantly improved partner satisfaction and digital adoption
Streamlined access to real-time support and self-help tools
Increased engagement through targeted launch and awareness campaigns
Modular design architecture enabling future service enhancements
A scalable model for service delivery across new partner types and regions
Looking to modernise your self-service experience?
Let’s explore how to transform your digital touchpoints with 3x ROI.
Visit telstra.com.au to learn more.