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.