/ Overview
SaskTel is the leading information and communications technology (ICT) provider provider in Saskatchewan, with approximately $1.3 billion in annual revenue, nearly 1.4 million customer connections, and 3,300 employees.
In 2022, SaskTel engaged zu to lead the strategy and design for their major organizational transformation of separating their business and consumer units into divisions — requiring internal team and cultural shifts, personalized product and service offerings, as well as unique brands and digital platform experiences for each user type.
/ Services
Strategy & Research
- Design research & engagement
- Rapid prototyping
- Digital strategy & roadmaps
- Customer journey mapping
- Workshop facilitation
- Project Management
- Heuristic & usability testing
Experience Design
- UX/UI Design
- Design systems & style guides
- Web, Portal & Intranet Design
- Native iOS & Android Design
- Service Design
- Creative direction
- Visual Communication
/ Outcomes
/ Solutions
/ Solutions
Auditing an Application
With evolving user expectations, it was critical for SaskTel to take steps to engage with customers to improve their experience across digital platforms. With SaskTel we went through a research and discovery phase that included testing of the existing customer portal, user engagement, facilitated workshops and digital prototyping. By applying our user-centered approach, we designed a roadmap and provided recommendations for SaskTel to modernize their customer experience (CX) and position their application as a primary channel for customer engagement - critical for self-service payments, support, and promotions."
/ Solutions
Designing the New Experience
Combined consumer and business experiences initially resulted in a complex design and clunky journeys. By tailoring the platform to the target audience, we enabled users to complete high-priority tasks more efficiently and reduce their need for support.
Our team truly enjoys our partnership with zu. Their dedication to keeping our team focused on user-centred design and ability to work collaboratively is refreshing and professional. zu is the partner we need to keep us nimble and skilled as we compete nationally. Designing our website and customer portals is complex due to its scale and need for customer validation. The zu crew supports us openly with timeline, budget and objectives achieved all while having a little fun along the way.
Ashley McCann
Marketing Manager, Digital Assets
SaskTel
/ Work with us
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