Jemma Vandali

Customer-centricity is the name of the game when it comes to contemporary business focus, and Telstra have been working hard to make sure this focus on the end-service user has been ingrained in as many stages of their product development process as possible. In this session, Jemma Vandali will discuss her role in embedding Service Design culture at Telstra, including how she has broadened the skillset of her designers using Agile methodology to increase their influence in product feature teams, as well as the key factors she looks at when assessing the impact of her staff on customer experience. Jemma will also talks about how Telstra has found ways to include the customer in the Service Design process in order to make sure that the end result really does improve the customer experience.