LEGACY UPGRADE
About Project
As part of the BigPond-Telstra Australia enterprise-wide digital transformation, a major challenge was the migration of an outdated legacy system that powered more than 300 customer transaction workflows — including service activations, account changes, and moving-home requests.
The system had become slow, fragmented, and vulnerable to security risks. My role was to lead a team of specialists in the strategic migration and redesign of these processes into a new, modern platform that would improve both backend performance and the customer-facing experience.
Transforming the system wasn’t just a technical project — it was about rebuilding the foundation of customer experience from the inside out.
The Challenge & Strategy
The platform relied on outdated infrastructure supporting hundreds of complex, high-impact workflows. The challenge was to modernize and simplify these processes without disrupting critical services or customer continuity — requiring deep discovery and cross-team collaboration across technology, operations, and customer-facing teams.
Design Process
I led a team of technical specialists through an extensive discovery and transformation process to ensure the new platform met both business and customer needs.
Key Strategies
Stakeholder Engagement
Conducting company-wide stakeholder workshops to document all 300+ workflows and their dependencies.
Journey Mapping
Mapping each process from end-to-end, identifying redundancies, usability issues, and automation opportunities.
UX / UI
Collaborating with UX designers to modernize the customer-facing interface — creating a cleaner, faster, and more intuitive experience.
Security
Implementing security upgrades and backend efficiencies, ensuring compliance and scalability for future growth.
Project Collaboration
Using Agile delivery and cross-functional collaboration to track progress, prioritize critical paths, and maintain operational stability throughout the transition.
Outcome
The migration transitioned hundreds of workflows onto a modern platform, delivering faster performance, improved stability, and a smoother user experience. Customers could complete over 90% of transactions independently online, reducing processing times, errors, and operational risk. While largely behind the scenes, the transformation refreshed the digital experience and future-proofed the platform for scalable self-service and innovation.
