Enhancing the employee experience at Optus

Client

Optus

Services

CX Design & Platform Integration

Partners

Salesforce

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Optus MyHub employee app


THE CHALLENGE

Transform the Optus employee experience by building a mobile application to provide their employees with a single app-led digital tool to access their frontline capability, individual performance insights, and communications.

The solution needed to deliver personalised, relevant information, be engaging and reduce the time to consume it.

OUR APPROACH

Led by our CX team at The Works, we were tasked with designing an employee experience on Salesforce that could incorporate 15 separate systems into a single employee-friendly interface. To ensure we delivered a compelling user experience our approach included :  

  • Observation and survey of employees to understand their current experience and frustrations
  • Synthesis findings into actionable insights
  • Identified best-in-class experiences in and out of category
  • Created an interactive prototype of the future state and tested with employees to gauge desirability
  • Co-located with the development team to ensure constant check-in on any technical constraints.

THE RESULT

An employee influenced tool that brings together everything they need into one app

Built in Heroku, powered by Community Cloud, extended with Firebase, and integrated with legacy systems – the app creates an effortless experience that has now been rolled out to over 10,000 employees

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