Telus Communications is a Canadian national telecommunications company that provides a wide range of telecommunications products and services
The TELUS Rewards Program is a free program that allows members to earn points that can be redeemed towards rewards in our catalogue.
TELUS Rewards is available to new and existing customers that have a combination of two or more products including Home Phone, Home Internet, SmartHome Security, Satellite TV, or a linked/consolidated post-paid TELUS Mobility account.
Challenge:
The TELUS Rewards portal needed to have the stability that would allow the platform to scale in parallel to its growth including:
Optimized maximum engagement through portal personalization and gamification
Real-time perk and reward redemption process
Streamlined account activations and on-boarding
Design Considerations
Using the Telus Design System elements we reformatted and redesigned the current pages and structure to create a more secure framework with increased personalization for the users. Running discovery sessions and working closely with the marketing and customer care teams at Telus, we were able to create a more engaging and user friendly experience.
The Results:
We created a new activation and on-boarding process that increased redemptions and decreased the number of portal related inquiries in the support centre.
31% Increase in traffic on the portal overall
72% increase on the Wishlist page
35% Reduction in Error pages being triggered