We initially undertook a large research project to better understand the Optus business and its customers. This included contextual inquiry, in-store interceptions, analysis of the wider Telco industry, customer experience research, the creation of user mental task models and much more. At the completion of this research work, we began to sketch ui designs, develop low-fi prototypes, create visual designs, develop a digital style guide and complete the front-end templates. Within this project we ran user-testing and research tasks frequently to continually validate design and development decisions that were being made.