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TElus Digital ID-Ecosystem Experience
I led the design of the digital ID ecosystem for TELUS and TELUS sub-brands, which are used by 10.7 million customers in Canada.
Role
UX STRATEGY / UX DESIGN
Agency/Client
AKCELO / TELUS CA
TElus Digital ID-Ecosystem Experience
I led the design of the digital ID ecosystem for TELUS and TELUS sub-brands, used by 10.7 million customers in Canada.
Role
UX STRATEGY / UX DESIGN
Agency/Client
AKCELO / TELUS CA
Output
32 brand-agnostic flows featuring consistent, modular design patterns for adoption across the TELUS ecosystem.
32 USer Flows
Impact
All TELUS and subbrands customers will adopt EverSafe ID for secure login verification.
10.7 Million
RESULT
A consistent experience across Public Mobile, TELUS Mobile, and the entire TELUS ecosystem.
Brand Cohesive
01
THE TASK
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.
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.
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.
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.
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.
01
THE Task
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.
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.
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.
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.
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.
02
THE challenge
Developing a unified, sustainable design strategy to serve the entire TELUS ecosystem with a modular approach.
Brand cohesive design
Cross-platform Integations
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.
02
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 sub-brands, as well as the TELUS health products and the overarching brand ecosystem.
Cross-platform Integations
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.
DESIGN PROCESS
DESIGN PROCESS
03
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.
04
Methodology
User Journeys 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.
03
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.
04
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.
05
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.
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.
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.
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.
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.
Modular and Scalable
Designing a user experience and design system that can be adapted by other mobile providers, products and services.
Cross-platform Consistency
Developing a user experience that accommodates these diverse technical constraints while ensuring seamless functionality and a cohesive interface across all platforms.
Ecosystem design
Creating a flexible and adaptable system that seamlessly integrates with the diverse needs of TELUS Mobile's sub-brands to ensure a cohesive user experience that supports brand identity and functional requirements across all platforms and services.
05
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.
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.
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.
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.
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.
Modular and Scalable
Designing a user experience and design system that can be adapted by other mobile providers, products and services.
Cross-platform Consistency
Developing a user experience that accommodates these diverse technical constraints while ensuring seamless functionality and a cohesive interface across all platforms.
Ecosystem design
Creating a flexible and adaptable system that seamlessly integrates with the diverse needs of TELUS Mobile's sub-brands to ensure a cohesive user experience that supports brand identity and functional requirements across all platforms and services.
Brand Ecosystem
ROLLOUT AND KEY PARAMETERS
Brand ECOSYSTEM
ROLLOUT AND KEY PARAMETERS
DIGITAL ID
TELUS
Platforms
• TELUS website
• TELUS app
USer Types
• Existing user
• New user
• New user
USer Flows
• ID creation
• Verification
• Recovery
• Verification
• Recovery
• Identity management
DIGITAL ID
Public mobile
Platforms
• Public Mobile website
• Public Mobile app
• Public Mobile community platform
• Public Mobile app
• Public Mobile community platform
User Types
• Community user
• Existing user
• New user
• Existing user
• New user
User FLows
• Portal login
• ID creation
• Verification
• Recovery
• Verification
• Recovery
• Identity management
DIGITAL ID
TELUS
Platforms
• TELUS website
• TELUS app
• TELUS app
USer Types
• Existing user
• New user
• New user
USer FLows
• ID creation
• Verification
• Recovery
• Identity management
• Verification
• Recovery
• Identity management
DIGITAL ID
PUBLIC MOBILE
PLATFORMS
• Public Mobile website
• Public Mobile app
• Public Mobile community platform
• Public Mobile app
• Public Mobile community platform
User types
• Community user
• Existing user
• New user
• Existing user
• New user
User flows
• Portal login
• ID creation
• Verification
• Recovery
• Identity management
• Verification
• Recovery
• Identity management
TOUCHPOINT MAPPING
THE SYNTHESISED WORKSHOP OUTPUT
TOUCHPOINT MAPPING
THE SYNTHESISED WORKSHOP OUTPUT
06
USER FLOWS
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
06
USER FLOWS
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
We Developed 30+ user flows across channels for ID creation, login, recovery, and identity management.
LOW-Fi Wireframes
ID MANAGEMENT - SELECTED FRAMES
LOW-Fi Wireframes
ID MANAGEMENT - SELECTED FRAMES
07
USER JOURNEYs
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
07
USER JOURNEYs
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
We outlined 5 unique user journeys from the 30+ flows, encompassing ID creation, login, recovery, and identity management.
ID CREATION
Selected Journeys
Selected Journeys
RECOVERY
Selected Journeys
Selected Journeys
IDENTIFICATION MANAGEMENT
Selected Journeys
Selected Journeys
Final Screens
BRAND COHESIVE KEY SCREENS
FINAL SCREENS
BRAND COHESIVE KEY SCREENS
08
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.
Nearly a third of Canadians will engage with the EverySave 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.
Nearly a third of Canadians will engage with the EverySave 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.
Nearly a third of Canadians will engage with the EverySave 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.
Nearly a third of Canadians will engage with the EverySave 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.
08
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.
Nearly a third of Canadians will engage with the EverySave 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.
Nearly a third of Canadians will engage with the EverySave 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.
Nearly a third of Canadians will engage with the EverySave 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.
Nearly a third of Canadians will engage with the EverySave 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.
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Hi, I'm Bjørn
If you have a freelance request or want a quick chat, please drop me a line.
Hi, I'm Bjørn
If you have a freelance request or want a quick chat, please drop me a line.
Find me on
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