Optus Device Insurance Service Transformation

Optus Usain Bolt Ambassador
December 2, 2020
My Optus App Onboarding
December 2, 2020

Singtel Optus Pty Limited is an Australian telecommunications company headquartered in Macquarie Park, New South Wales, Australia. It is a wholly-owned subsidiary of Singtel.

Why did Optus engage Avoca?

We were responsible for designing & digitising the e2e Device Insurance & Replacement process, as well as the self-serve capability for Singtel Optus globally.

What Avoca did.

We lead a feature Agile squad consisting of 2X Developers, 2X UA-Testers, a Visual Designer including a Function Business Analyst & Production Owner through concept design, business stakeholder management and delivery. Services delivered: Lead Product Design / Senior UX & Service Design / Management Consulting.


By demystifying a highly complex enterprise level process across various business channels we were able to deliver an e2e product & solution that integrated with Optus My-Account. Launched the solution to market in less than 12-24 months while managing a 3rd partner insurance company out of the United States.


Ask us how we can provide a steer on a highly complex global process. How best to approach digitising and transforming a process with the customer in mind, click Contact Us.