Telstra Guardian

Service Design Concept

Telstra Guardian is a proactive customer support service concept designed to strengthen trust and communication between Telstra and its customers during moments of uncertainty. Developed through a service design approach, the project responded to frustrations surrounding outages, lack of communication and limited human connection within customer support experiences.

The concept focused on creating a more personalised and reassuring service experience through proactive outage notifications, real-time updates and human centred check-ins designed to support customers before small issues become larger problems. Positioned as a dedicated support service, Telstra Guardian aimed to improve clarity, care and connection throughout the customer experience.

The project included the development of customer journey mapping, service strategy, value proposition development and branded communication touchpoints across digital and physical experiences. Visually, the concept aligned with Telstra’s contemporary brand direction through clean layouts, approachable messaging and a cohesive visual system designed to communicate trust and reliability.