1. Online buyer journey Upfront speed selection for nbn™ plans
Viewed from outside in
Looked at all nbn™/ ADSL customer buying journeys
Identified moments of truth
Redefined the journeys from pre-purchase to activation and updated all customer comms

2. Descriptions to guide customers on speed selection

3. Descriptions to guide customers to the right plan
Popular plans
Descriptions to guide customers to the right plan
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4. Managing expectations on information required
Clearer order confirmation
Easier to amend selections
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5. Ability to print order reference number & plan summary
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