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Menu Navigation


The redesigned My TELUS app navigation that is scalable for any future enhancements

Client
My TELUS
Year
2021
Role
Product Designer

As new TELUS features were introduced, the team realized that the current navigation architecture in the My TELUS app can't accommodate the expanding range of features. To continue building our product, we had to ensure that is built upon a good foundation.

Research

To guide our efforts, we identified key questions to answer:

  1. What challenges do users face with the current navigation?
  2. What are the common workflows users follow in the My TELUS app?
  3. What do users like about the existing navigation?
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To answer these questions, we employed the following research approaches:
VoC Feedback
Analyzed customer complaints or comments about difficulties in locating features.

Landscape Analysis

Studied navigation patterns in similar apps (Rogers, Bell, T-Mobile, AT&T) to identify opportunities and assess what works and what doesn't

Data Analysis

Reviewed frequently used workflows and menu items to inform the hierarchy of features.

Pain Points

Disorganized Menu

Users struggled to locate key settings and features due to a cluttered and unintuitive menu structure.

Visual Inconsistencies

The menu design lagged behind the rest of the app's visual branding updates, leading to a disconnected and outdated experience.

Key Insights

Based on the research I conducted, we were able to distill our findings into some key insights:

Users found our menu cluttered

Users often couldn't find key settings, like switching between account views.
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Recommendations:
  • Reorganize the menu to create a clearer hierarchy and improve feature discoverability

Visual Disconnect

The menu's outdated visual language didn't align with the app's evolving brand

Recommendation:
  • Update the menu design to match the new branding standards to create a cohesive experience

Process &
Solution

Based on our insights and recommendations, I started to put some ideas together for the experience:

Ideation

Initial ideas were sketched and shared with the team in Sketch, exploring various layouts and configurations for the new navigation.

Tools & Design Documentation

Mid-fidelity wireframes were tested with users to evaluate different iterations of the navigation structure on UserZoom in unmoderated test.

Menu Navigation

The redesigned menu had a simplified structure that prioritizes ease of access. The new layout allow users to seamlessly switch between accounts and introduces a scalable framework for any future features. Usability is improved by grouping settings features together which helped with cogntive load. 

Profile Settings

A new Profile Settings feature was added, turning the My TELUS app into a centralized hub for account management. This enables users to manage their accounts more efficiently while keeping all essential tools in one place.

Security Settings

To support two-factor authentication (2FA), a dedicated Security Centre was introduced in the menu, providing users with a centralized hub for managing their security settings.

Results

Positive user feedback highlighted the improved architecture of the menu design.

Lessons Learned

The project offered opportunities that shaped its success and helped inform my approach for future work.

Iterative Design

Testing multiple options allowed us to refine the navigation structure based on user feedback, ensuring the final solution was both intuitive and scalable.
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