We followed our user-centred process, beginning by interviewing key stake-holders within Telus before testing a rich sampling of users of varying age, with a variety of occupations, across several payment plans. 16 users were asked to perform a variety of tasks related to Telus' "My Account" site.

From tests and interviews we gained critical insights into where users were having specific difficulties and frustrations. We identified needs and helped users elucidate how those needs would be best met by Telus' self serve interface. We then proposed interaction designs that would address all the flaws we had identified, from ease in finding the site to satisfaction of completing important changes to their account, such as payment information.