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TELUS - DIGITAL ID

Shaping Canada's
Largest Telco's
Digital ID Ecosystem

UX/UI DESIGN
CX/UX STRATEGY
PRODUCT DESIGN

TELUS - DIGITAL ID

Shaping Canada's
Largest Telco's
Digital ID Ecosystem

UX/UI DESIGN
CX/UX STRATEGY
PRODUCT DESIGN

TELUS - DIGITAL ID

Shaping Canada's
Largest Telco's
Digital ID Ecosystem

UX/UI DESIGN
CX/UX STRATEGY
PRODUCT DESIGN

TELUS - DIGITAL ID

Shaping Canada's
Largest Telco's
Digital ID Ecosystem

UX/UI DESIGN
CX/UX STRATEGY
PRODUCT DESIGN

Hero-telus
telus-line-b

Output

32 brand-agnostic flows featuring consistent, modular design patterns for adoption across the TELUS ecosystem.

32 Flows

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Impact

All TELUS and subbrands customers will adopt EverSafe ID for secure login verification.

10.7 Million

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Result

A consistent experience across Public Mobile, TELUS Mobile, and the entire TELUS ecosystem.

Cohesiveness

telus-line-b

Output

32 brand-agnostic flows featuring consistent, modular design patterns for adoption across the TELUS ecosystem.

32 Flows

telus-line-b

Impact

All TELUS and subbrands customers will adopt EverSafe ID for secure login verification.

10.7 Million

telus-line-b

Result

A consistent experience across Public Mobile, TELUS Mobile, and the entire TELUS ecosystem.

Cohesiveness

TELUS DIGITAL ID

—

Muteo and Akcelo joined forces to pioneer the development of TELUS’s Digital ID ecosystem in Canada, operating under the new, brand-neutral initiative 'EverSave'. Our task was to innovate the digital ID experience within the TELUS ecosystem, beginning with mobile services and planning an expansion to encompass all their products and services.

TELUS DIGITAL ID

—

Muteo and Akcelo joined forces to pioneer the development of TELUS’s Digital ID ecosystem in Canada, operating under the new, brand-neutral initiative 'EverSave'. Our task was to innovate the digital ID experience within the TELUS ecosystem, beginning with mobile services and planning an expansion to encompass all their products and services.

Telus_image-min
The Mission

Designing a universal Digital ID experience, named 'EverSafe ID' for the TELUS ecosystem, ensuring seamless integration and heightened security across all brands, products, and services.

Telus_image-min
The Mission

Designing a universal Digital ID experience, named 'EverSafe ID' for the TELUS ecosystem, ensuring seamless integration and heightened security across all brands, products, and services.

The Challenge

Developing a unified, sustainable design strategy to serve the entire TELUS ecosystem with a modular approach.

Brand Cohesive Design
Designing a system that can be used by Telus Mobile's subbrands, as well as the Telus health products and the overarching brand ecosystem.
Crossplatform Integrations
The design needs to integrate varied systems and platforms from multiple mobile providers, each with its technical limitations.
Diverse User Types
The design has to cater to three key user types—existing, new, and community users—each with unique flows, access levels, feature use, and cross-platform interactions, requiring tailored yet cohesive experiences.
Multiple Use Cases
We had to accommodate many use cases, from transitioning existing users to reactivating SIM cards and facilitating in-store sign-ups, including edge cases and all state conditions.
Challenge-telus
The Challenge

Developing a unified, sustainable design strategy to serve the entire TELUS ecosystem with a modular approach.

Brand Cohesive Design
Designing a system that can be used by Telus Mobile's subbrands, as well as the Telus health products and the overarching brand ecosystem.
Crossplatform Integrations
The design needs to integrate varied systems and platforms from multiple mobile providers, each with its technical limitations.
Diverse User Types
The design has to cater to three key user types—existing, new, and community users—each with unique flows, access levels, feature use, and cross-platform interactions, requiring tailored yet cohesive experiences.
Multiple Use Cases
We had to accommodate many use cases, from transitioning existing users to reactivating SIM cards and facilitating in-store sign-ups, including edge cases and all state conditions.
Challenge-telus

DESIGN PROCESS

DESIGN PROCESS

Approach
Landscape Analysis
We conducted extensive, cross-vertical research to identify best practices in digital ID experiences, focusing on enhancing visibility, building trust, and improving comprehension.
Human-centric design
We empathised with three user types to understand their needs, motivations, and limitations at various touchpoints. This informed the design of intuitive and secure flows, enabling a seamless transition to digital ID creation for all user types.
Modular Design System
We adopted a white-label modular design approach to accommodate the Digital ID flows across the Telus brand ecosystem. This strategy ensured consistency in flow and design patterns while allowing brand-specific customisation and communication flexibility.
Methodology
User Journey Workshop
In a 3-hour online workshop, we engaged cross-functional teams and stakeholders from Telus and Public Mobile to map the user journey for three distinct personas collaboratively. The insights gained from this session were instrumental in refining and streamlining our design process, ensuring a user-centred approach.
Use Case Mapping
We mapped every user interaction with Digital ID creation and access, focusing on user goals, actions, and contexts. With the goal of creating a user-centric framework ensuring the product meets user needs and limitations effectively.
Prototyping
We employed low-fidelity prototyping to outline the optimal user journey, prioritising usability, simplicity, and clarity. Utilising Maze for testing, we engaged a broad audience to ensure alignment with our key performance indicators and stakeholder expectations.
Approach
Landscape Analysis
We conducted extensive, cross-vertical research to identify best practices in digital ID experiences, focusing on enhancing visibility, building trust, and improving comprehension.
Human-centric design
We empathised with three user types to understand their needs, motivations, and limitations at various touchpoints. This informed the design of intuitive and secure flows, enabling a seamless transition to digital ID creation for all user types.
Modular Design System
We adopted a white-label modular design approach to accommodate the Digital ID flows across the Telus brand ecosystem. This strategy ensured consistency in flow and design patterns while allowing brand-specific customisation and communication flexibility.
Methodology
User Journey Workshop
In a 3-hour online workshop, we engaged cross-functional teams and stakeholders from Telus and Public Mobile to map the user journey for three distinct personas collaboratively. The insights gained from this session were instrumental in refining and streamlining our design process, ensuring a user-centred approach.
Use Case Mapping
We mapped every user interaction with Digital ID creation and access, focusing on user goals, actions, and contexts. With the goal of creating a user-centric framework ensuring the product meets user needs and limitations effectively.
Prototyping
We employed low-fidelity prototyping to outline the optimal user journey, prioritising usability, simplicity, and clarity. Utilising Maze for testing, we engaged a broad audience to ensure alignment with our key performance indicators and stakeholder expectations.
Frame-8750
The Solution

A seamless and consistent user experience, facilitating the adoption and transition to EverSafe Digital ID for accessing the Telus ecosystem of brands, products, and services.

Brand Cohesive Design
Designing a system that can be used by Telus Mobile's subbrands, as well as the Telus health products and the overarching brand ecosystem.
Crossplatform Integrations
The design needs to integrate varied systems and platforms from multiple mobile providers, each with its technical limitations.
Diverse User Types
The design has to cater to three key user types—existing, new, and community users—each with unique flows, access levels, feature use, and cross-platform interactions, requiring tailored yet cohesive experiences.
Multiple Use Cases
We had to accommodate many use cases, from transitioning existing users to reactivating SIM cards and facilitating in-store sign-ups, including edge cases and all state conditions.
Frame-8750
The Solution

A seamless and consistent user experience, facilitating the adoption and transition to EverSafe Digital ID for accessing the Telus ecosystem of brands, products, and services.

Brand Cohesive Design
Designing a system that can be used by Telus Mobile's subbrands, as well as the Telus health products and the overarching brand ecosystem.
Crossplatform Integrations
The design needs to integrate varied systems and platforms from multiple mobile providers, each with its technical limitations.
Diverse User Types
The design has to cater to three key user types—existing, new, and community users—each with unique flows, access levels, feature use, and cross-platform interactions, requiring tailored yet cohesive experiences.
Multiple Use Cases
We had to accommodate many use cases, from transitioning existing users to reactivating SIM cards and facilitating in-store sign-ups, including edge cases and all state conditions.

BRAND ECOSYSTEM

BRAND ECOSYSTEM

Digital ID

TELUS Mobile
Platforms
• TELUS website
• TELUS app
User Types
• Existing user 
• New user 
User Flows
• ID Creation
• Verification
• Recovery
• Identity management

Digital ID

Public Mobile
Platforms
• Public Mobile Website
• Public Mobile App
• Public Mobile community platform
User Types
• Community user
• Existing user 
• New user 
User Flows
• Portal Login
• ID Creation
• Verification
• Recovery
• Identity management

Digital ID

TELUS Mobile
Platforms
• TELUS website
• TELUS app
User Types
• Existing user 
• New user 
User Flows
• ID Creation
• Verification
• Recovery
• Identity management

Digital ID

Public Mobile
Platforms
• Public Mobile Website
• Public Mobile App
• Public Mobile community platform
User Types
• Community user
• Existing user 
• New user 
User Flows
• Portal Login
• ID Creation
• Verification
• Recovery
• Identity management

TOUCHPOINT MAPPING

THE SYNTHESISED WORKSHOP OUTPUT

TOUCHPOINT MAPPING

THE SYNTHESISED WORKSHOP OUTPUT

Touchpoint-1
touchpoint-2
Flow-hero-1a
User Flows

We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.

Flow-hero-1a
User Flows

We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.

Flow-1
Flow-2
Flow-3

LOW-FI WIREFRAMES

ID MANAGEMENT - SELECTED FRAMES

LOW-FI WIREFRAMES

ID MANAGEMENT - SELECTED FRAMES

telus-low-fi-wireframes-c
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telus-low-fi-wireframes-a
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User Journeys

We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.

Telus-journey-hero-bjorn-halfmann-b0
User Journeys

We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.

Telus-journey-hero-bjorn-halfmann-b0

ID CREATION

Selected Journeys

Creation-of-ID-flow_Public
Creation-of-ID-flow_Telus

RECOVERY

Selected Journeys

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Password_public_1.1

IDENTIFICATION MANAGEMENT

Selected Journeys

Recovery-Change-Password-public-1.0
Recovery-Change-Password-telus-1.0
Recovery-phone-number-telus-1.0
Recovery-Device-management-telus-1.0
Recovery-Device-management-public-1.0

FINAL SCREENS

BRAND COHESIVE KEY SCREENS

FINAL SCREENS

BRAND COHESIVE KEY SCREENS

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public-screens-1
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public-screens-3
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Creating Cohesive impact

Nearly a third of Canadians will engage with the EverSave experience. Spearheading the design with the Akcelo team, I collaborated across three time zones from Sydney, Australia, to Vancouver, Canada. A huge thank you to Aleks, Alex, Cam, and Jason for their outstanding support.

Telus_image_hero_2a
Creating Cohesive impact

Nearly a third of Canadians will engage with the EverSave experience. Spearheading the design with the Akcelo team, I collaborated across three time zones from Sydney, Australia, to Vancouver, Canada. A huge thank you to Aleks, Alex, Cam, and Jason for their outstanding support.

MORE OF OUR WORK

MORE OF OUR WORK

MORE OF OUR WORK

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Experience
Design Studio

We acknowledge the First Peoples of Australia, their Elders past, present and emerging. We pay our respects to the traditional storytellers, designers, artists and owners of the land on which we live and work.

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WE DESIGN FOR /
PEOPLE + TRANSPARENCY + SIMPLICITY + LOYALTY + EQUALITY + SUSTAINABILITY + DATA PRIVACY + TRUSTWORTHINESS + OPTIMISATION + INNOVATION + POSITIVE ENGAGEMENT + ACCESSIBILITY + EMPOWERMENT + INSPIRATION + COLLABORATION / TO GIVE YOU THE EDGE

WE DESIGN FOR / PEOPLE + TRANSPARENCY + SIMPLICITY + LOYALTY + EQUALITY + SUSTAINABILITY + DATA PRIVACY + TRUSTWORTHINESS + OPTIMISATION + INNOVATION + POSITIVE ENGAGEMENT + ACCESSIBILITY + EMPOWERMENT + INSPIRATION + COLLABORATION / TO GIVE YOU THE EDGE

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