We discovered that this was naturally the most complex aspect of the business use case, with significant challenges in understanding and clearly communicating billing information to users—specifically when they would be charged and for which services.

Being part of a large telecommunications company meant adhering to strict security measures around personal information and billing. We needed to incorporate these security measures into the product while ensuring they were seamlessly integrated into the user experience.

Another complexity we uncovered during our workshops was the process of linking users' accounts to streaming services. We focused on making our part of the experience as seamless as possible before handing users off to the third-party interface.

Initial testing was carried out internally using paper prototypes, enabling rapid iteration and feedback collection.

The testing group included a diverse range of participants, from product team members and developers to senior executives.

This approach not only allowed us to quickly identify areas for improvement but also ensured that insights were gathered from various perspectives within the organisation.

With input from the product team and key stakeholders across the business, we conducted a series of focused, one-hour lean design critiques.

These sessions were instrumental in prioritising and iterating on low-fidelity designs, enabling us to refine and enhance the proposed solution effectively.

By fostering collaboration and maintaining a sharp focus on the project's objectives, we ensured that each iteration brought us closer to a user-centred and practical outcome.

Similar to the findings from our earlier workshops, we discovered that many users still struggled to understand the need to link their streaming service with their Optus account.

Some users found it challenging to grasp the concept of bundling multiple services to receive a bulk discount and how the process worked.