Optus Chatbot MVP

My Optus App Onboarding
December 2, 2020
McDonalds Happy Land
September 8, 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?

The task was to scale a Chatbot MVP using HCD principles. We were responsible for product & natural language conversation design automation, including integration with legacy backend systems such as payments, user authentication and updating my-account customer information.

What Avoca did.

We lead the product design. Services delivered: Product Design / Customer Experience / Senior UX & Service Design / Management Consulting.


Process and natural language design was delivered with customer and user interface recommendations to the business. Following this a set of key customer expectations were set to benchmark customer’s true needs to allow the launch of the chatbot to a wider audience. The benchmarking process was critical to ensure we cleared a baseline before any further improvements were made.


Ask us how we can bring your idea to life with true viability that is supported by proof points from our Customer Experience (CX) and Experience Design (XD) services that will seamlessly integrate with our Lab research expertise. Basically, do you need a feasibility & viability study before investing into build or tech? We will devise a product to market strategy for you that will convert as soon as the MVP is in production.