Case Study: Telstra achieves faster product insights and improved customer experiences with Vision Critical

How Telstra's employee community drives insight for agile product and experience teams

Telstra, Australia’s largest telco, needed a safer way to evaluate major customer-facing changes before launch, especially for its email migration to the new Telstra Mail platform and for Telstra TV trials. A poor or confusing rollout could hurt customer advocacy, damage brand perception, and increase help desk calls, so Telstra turned to Vision Critical’s employee community software to gather fast, practical insight.

Using Vision Critical, Telstra tested the end-to-end migration experience with employees and ran product trials with 100 staff members over several weeks. The approach helped Telstra identify clearer communication needs, catch minor issues before launch, and prepare customer Q&A in advance, enabling a smoother rollout to 820,000 customers. For Telstra TV, the insights also revealed a confusing touchpoint for 37% of participants, allowing the team to prioritize fixes early and feed findings quickly into development cycles.

Telstra

Jannine Wood

Catalyst Lead / The Design Practice