Start Building Digital

The TELUS digital standards site helps digital delivery teams and partners create digital experiences so good that people prefer to use them. It’s made up of:

  • Guidelines and best practices on how to design and build consistent and familiar TELUS digital experiences.
  • A component library with UI components and style guides customised for both designers and developers.
  • The Digital initiative checklist, a list of criteria that digital experiences and teams must meet before they go live.

Digital Initiative Checklist

The digital initiative checklist is a set of standards criteria that TELUS websites and applications are required to meet prior to launch. Adhering to these standards ensures that all our digital services are optimized to best fulfill user needs, are of the highest quality, are secure, and are easily scalable.


1

Discover: Understand what users need

Start by identifying your customer’s needs and business objectives. Determine how those will impact the design of the experience.

Checklist and Questions

Key considerations

  • Who are your primary users?
  • Listen to what users need, and watch how they are are actually using the existing experience.
  • How do you plan to test your assumptions with users and how will you validate the designs later on?
  • What metrics (KPIs) will best indicate how well your service is working?

Checklist

  • Define your primary target audience(s)
  • Remove subjectivity from decision making and build for real customer needs. Use a range of qualitative and quantitative research methods, such as interviews and analytics to determine user goals, needs and behaviors.
  • Validate this research by testing prototypes with real users whenever possible
  • Create a plan for ongoing user research and usability testing designed to improve the experience through continuous feedback
  • Determine how the findings will be documented and where future team members can access this information
  • Establish KPIs to measure success

Learn more about the discovery phase of a project

2

Concept: Map the user experience from start to finish

Understand the different ways that users will interact with the experience online, on a mobile application, by phone or in person.

Checklist and Questions

Key Considerations

  • Where does this specific project fit into the larger ways people interact with TELUS?
  • How do people currently accomplish (online and offline) what your service is intending to address?
  • Where are key pain points in the current user experience?

Checklist

  • Understand the different points where people will interact with your service – both online and in person. Have you created a chart detailing the whole experience?
  • Our customers access our sites using many different devices – ensure that you deliver a great experience across all device types
  • Have you considered how customers will enter and exit the experience - handoffs to/from other experiences?
  • Identify and prioritize current user pain points according to user needs

Learn more about the concept phase of a project

3

UX: Make it simple and intuitive

Build services that are simple and intuitive enough for users to easily and successfully complete their task(s).

Checklist and Questions

Key Considerations

  • Design with a mobile first approach. As our products tend to be complex designing for small UI will help with content creation and to prioritise key functionality.
  • Leverage user research and collect feedback on the designs as early as possible. This allows us to focus and prioritize on real pain points
  • Is the language as friendly and on-brand as possible?
  • In which regions and languages is your service offered?
  • How does a user access support, it needed?

Checklist

  • Design simple, elegant, easy to use services based on real customer needs
  • Use language that is familiar to the user and easy to understand
  • Clearly orient users during each step of the process and provide information about the overall process
  • Run frequent usability tests and identify where improvements can be made

Learn more about user experience

4

Visual Design: Reuse existing brand components

All TELUS websites and apps must be visually brand aligned.

Checklist and Questions

Key Considerations

  • DIs your digital property using TELUS core brand colours?
  • Are you using the standard TELUS header and footer?
  • Are you using Helvetica Neue, the TELUS corporate typeface?

Checklist

  • Ensure that your team uses the latest components from the digital standards website and UI elements toolkit.
  • Is your digital property using TELUS core brand colours?
  • Are you using the standard TELUS header and footer?
  • Use language that is familiar to the user and easy to understand

TELUS UI assets can be found in the Component Library

5

Efficiency & responsiveness: Build for reuse and scale for multiple screen sizes

Build a simple service that scales using reusable elements.

Checklist and Questions

Checklist

  • Will the website render an optimized experience on the device types (i.e. mobile, tablet, desktop) your users are accessing it from
  • Commit to a service that functions responsively and seamlessly on multiple screen sizes, including mobile, tablet, & desktop (responsive)
  • Build for reuse – consider modularity, APIs, data

Learn more about our development best practices

6

Accessibility: Build it for everyone

We put customers first, that is all customers not just the ones with 20/20 vision. TELUS websites & apps must be accessible for people with disabilities, that is all digital products have to meet WCAG 2, Level AA (or at least level A, the minimum legal requirement). This is a non-negotiable requirement! Please submit the accessibility plan and testing results.

Checklist and Questions

Checklist

  • Please make sure accessibility is planned for early, before design even starts.
  • The product development process should include accessibility throughout: user stories, acceptance criteria, the definition of done, successful criteria, etc.
  • Accessibility tasks are planned for each discipline: design (e.g. colour contrast), development (e.g. keyboard accessibility) & testing (e.g. screen reader testing. Please do not wait for testers to find bugs, that will most likely be too late to fix accessibility.
  • A quick accessibility summary can be found on our standards website:
    http://digitalstandards.telus.com/accessibility.
  • If you are using a vendor / white label product please ensure accessibility is a requirement.

Learn how to meet the legal accessibility requirements

7

Security: Safeguard our customers’ personal information

TELUS websites must provide a secure experience that protects customer information. The project’s TELUS prime should follow specific internal processes to engage TELUS privacy and security teams.

Checklist and Questions

Key Considerations

  • Build for security – are you exposing your users or TELUS?
  • Does the service collect personal information from the user? How is the user notified of this collection? Does it collect more information than necessary?
  • How does a user access, correct, delete, or remove personal information?
  • Will any of the personal information stored in the system be shared with other services, people, or TELUS partners?
  • How and how often is the service tested for security vulnerabilities?
  • How can a user report a security issue?

Checklist

  • Has the Privacy Impact Assessment (PIA) been completed?
  • Has the Security Architecture Engagement (SAE) been completed?
  • Evaluate what user data and information the digital service will be providing or storing, and address the security level, legal responsibilities, privacy issues and risks associated with it (consulting with experts where appropriate)
  • Only collect what is required
  • Be upfront and transparent about how information is collected, used and disclosed
  • Follow Canada’s Anti-Spam Legislation (CASL)
  • Transport Layer Security (https) is mandatory

Learn how to meet TELUS security and privacy requirements

8

Analytics: Measure the value we bring and continue to improve

Use data to drive decision-making. If it can be measured, measure it. Track Key Performance Indicators (KPIs).

Checklist and Questions

Key Considerations

  • What are the key metrics for the service - KPIs?
  • How have these metrics performed over the life of the service?
  • How do you measure customer satisfaction?

Checklist

  • Track concurrent users in real-time, and monitor user behaviors in the aggregate to determine how well the service meets user needs
  • Use the collected data to analyze the success of the service and to translate this into features and tasks for the next phase of development
  • Adobe Site Catalyst is the TELUS Digital enterprise standard and all TELUS websites must have this tagging implemented
  • Avoid using Google Analytics or other web analytics tools without engaging the TELUS Digital analytics team

Learn how to implement and use analytics

9

Quality: Test to ensure that we deliver great products to our customers

Plan for quality testing/UAT activities, a critical component of delivery.

Checklist and Questions

Key Considerations

  • How long does it take to build, test, and deploy a typical bug fix?
  • Ensure that Quality Assurance (QA) activities are planned before the experience launches

Checklist

  • Maintain a strict zero defect policy
  • Design for performance. Do you have a plan in place for unexpected traffic spikes?
  • Secure and engage testing resources at the start; include them in design and development decisions
  • Automate reusable tests where possible (and have developers test too)
  • Resolve defects quickly (earliest is best and least expensive)

Learn how to ensure quality is met on your digital initiative.

10

Maintenance: Build maintainable and quality experiences

Create a plan for supporting, maintaining and eventually retiring your digital service.

Checklist and Questions

Key Considerations

  • How does the service perform when you exceed the expected target usage volume?
  • Does it degrade gracefully or catastrophically?
  • What is your contingency plan for the digital service being taken temporarily offline?
  • What is your scaling strategy when demand increases suddenly?
  • What is your end of life strategy?

Checklist

  • Ensure that there is an appropriate support model (i.e. is a 24/7 model needed?)
  • The digital service’s TELUS prime is accountable for a support plan
  • How does your team receive automated alerts when incidents occur?

Learn how to create a support model

Digital Partners: DRB Can Help

The Digital Review Board (DRB) is a weekly forum that provides feedback on digital initiatives across TELUS. Its goal is to set TELUS digital initiatives teams and their partners up for success, ensure that they deliver on our Customer First promise, and safeguard the security and privacy of our clients online.

Supporting teams through digital delivery process

Key Benefits:

  • A single point of contact for digital expertise across the organization from the TELUS digital, Brand, Privacy and Security teams
  • Access to tools like aligned web and app style guides, standards and reusable assets
  • Consulting from subject matter experts
  • Robust security and privacy standards for all staging and product environments
  • Standardized analytics implementation and reporting
  • Guidelines for submitting your applications to app stores

Checkpoints

  • Discover: Gut check idea before presenting at a more senior level. Understand what is involved so opportunity can be assessed and digital fit can be confirmed
  • Concept: Feedback & approval on a prototype, wireframes or work in progress design. Ensure UX follows TELUS standards
  • Build: Ensures all elements are in place for successful market launch

Get Started

For further details on the Digital Review Board, contact your TELUS project prime or contact TELUSdigital@telus.com