TELSTRA T EMPLATE 4X3 BLUE BETA | TELPPTV4 IF YOU CAN DREAM IT YOU CAN DO IT WALT DISNEY CECILIA HILL 31 MAY 2013

MY PAST TELSTRA'S FUTURE 2CECILIA HILL | 31 MAY 2013 |

MY PAST 3CECILIA HILL | 31 MAY 2013 |

SWEDEN LUCIA 4CECILIA HILL | 31 MAY 2013 | CRAYFISH PARTY MIDSOMMER VALBORG

MY PASSION AND INSPIRATION Passion for problem solving LEGO “Play well” The Spanish Riding School in Vienna 5CECILIA HILL | 31 MAY 2013 |

MY BACKGROUND Computer Science & Finance degree Exchange program in Australia with focus on Psychology 13 years ago... 6CECILIA HILL | 31 MAY 2013 |

JOINING THE DOTS Joined The Performance Technology Group in 2001 User and Performance Centred Design Help businesses solve problems 7CECILIA HILL | 31 MAY 2013 |

HERE I AM TODAY 8CECILIA HILL | 31 MAY 2013 | Joined Telstra in 2007 User Experience and Design team My goal is to: Make Every Telstra Experience Extraordinary

TODAY’S CHALLENGES A Technology driven mindset Minimum collaboration Limited cross functional teams Restricted funding for exploration of ideas Design is a ‘tick in the box’ rather than a mindset 9CECILIA HILL | 31 MAY 2013 |

TELSTRA’S FUTURE 10CECILIA HILL | 31 MAY 2013 |

11 I HAVE A DREAM TO TURN TELSTRA INTO AN INNOVATIVE EXPERIENCE ORGANISATION

12 HOW?

THE DREAM STRATEGY 13CECILIA HILL | 31 MAY 2013 |

DREAM 14 DESIGN THINKING Design Thinking is a mindset. It is about believing we can make a difference, and having an intentional process to create a better future for our customers and ourselves (IDEO) Design Process Research Synthesis Ideation Prototyping & testing CECILIA HILL | 31 MAY 2013 |

DREAM 15 DESIGN THINKING Centre of Excellence/Design Hub Information Case studies Education Framework and tools Community of Practise Design Practitioners Creative Space Flagship projects CECILIA HILL | 31 MAY 2013 |

DREAM 16 RELENTLESS Bang Head Here Relentlessly Pursue Design Thinking Start small and Prove benefits along the way Never give up Stay optimistic Hand out Stress Kits CECILIA HILL | 31 MAY 2013 | Stress Kit

DREAM Collaboration Cross functional teams Project Education and Immersion Co-design with customers Engage Experts External Design Board 17 ENGAGEMENT CECILIA HILL | 31 MAY 2013 |

DREAM 18 ADVOCATES “Getting that actual feedback from customers telling you to your face “I don’t like what you’re telling me”; it’s so strong that you have to really listen to that and realise you have to change “It’s a completely different way of thinking about building products. We ended up in areas we never thought we would” JOE ZAHRA – GENERAL MANAGER, CONNECTED HOME JC LOPEZ – GENERAL MANAGER, INNOVATION & STRATEGY CECILIA HILL | 31 MAY 2013 | “We are a naturally creative country and company and in many cases we are better off using a thinking process with the customer at the forefront - to not only create but to also solve basic issues” BRENDON RILEY – CHIEF OPERATIONS OFFICER

DREAM 19 METHODOLOGY CECILIA HILL | 31 MAY 2013 |

THE DREAM STRATEGY DESIGN THINKING RELENTLESS ENGAGEMENT ADVOCACY METHODOLOGY 20CECILIA HILL | 31 MAY 2013 |

IF YOU CAN DREAM IT YOU CAN DO IT 21CECILIA HILL | 31 MAY 2013 |

THANK YOU 22CECILIA HILL | 31 MAY 2013 |