Guided fault investigation for business users
Client
Telstra Connect
Year
2026
Telstra Connect explores how business users could move through a network issue with greater clarity. The project focused on helping users identify a potential problem, review relevant findings and decide whether to continue monitoring the service or report a fault.
Instead of presenting technical network information all at once, I designed the experience around a guided investigation flow, with each screen supporting a clear decision or next action.
Scope of Work
Research - Understanding a technical service problem.
I started by looking at how business users move through network issues, from recognising that something is wrong through to reviewing information and deciding what action to take. The research and service-mapping stage helped me understand where technical information needed to be simplified and where users needed clearer guidance through the fault-reporting process.
Structure - Turning investigation into a guided flow.
I mapped the experience as a step-by-step investigation rather than presenting users with all network information at once. Each stage provides the information needed for the current decision, helping users move from identifying an issue through to reviewing findings and choosing whether to continue monitoring or report a fault.
Testing & Refinement - The path to reporting a fault.
I tested the prototype to see whether users understood the investigation process and could move confidently toward reporting a fault. Feedback helped refine the hierarchy, wording and access to findings, including making important information easier to reach and reducing unnecessary steps before the final action.
