About the TELUS Service Design team
The TELUS Service Design team is a driving force behind innovative, human-centered solutions that transform customer experiences. Known for solving complex business challenges and embedding design thinking into TELUS’s digital transformation, the team consistently delivers meaningful outcomes that improve lives and generate measurable impact.
As the TELUS Service Design team expanded, the team saw an opportunity to evolve their hiring process. They wanted to ensure it could keep pace with their high standards and attract the best service designers in a competitive market.
The challenge: strengthening an already strong team
The Director of Service Design recognized that their existing interview process could be fine-tuned to better reflect the team’s high level of craft and culture.
Key opportunities included:
- Bringing greater consistency to candidate assessments
- Enhancing the ability to identify candidates who would thrive in the team’s collaborative, innovative environment
- Supporting team growth while maintaining a strong cultural foundation
By refining these aspects, the team could build on their success and create an even stronger platform for sustainable growth.
Our approach: designing a hiring experience worthy of a design team
We approached this like any service design challenge—through empathy, collaboration, and systems thinking.
- Deep listening & discovery
We interviewed service designers, hiring managers, and team leads to understand strengths in the current process and uncover areas for enhancement - Mapping & analysis
We mapped the candidate journey to highlight where clarity, consistency, and inclusivity could be strengthened - Co-creation of a future-ready hiring framework
Together with the TELUS team, we developed a scalable, human-centered interview process
The outcome: a hiring process aligned with design excellence
With our tools and support, the TELUS Service Design team was able to have:
- Greater confidence and alignment in hiring decisions
- Increased consistency across interviews
- Stronger cultural fit and reduced attrition