Project duration: 12 weeks
Tools: Adobe Creative Suite, Microsoft Office, MS Teams, Miro
Delivery method: Face-to-face community sessions (libraries and community centres)
Objective: To refresh and modernise the Tech Savvy Seniors program to better support older Australians in building digital confidence through practical, hands-on learning.
Deliverables: 12 modular session plans, facilitator guide, learning canvases, slide presentations, train-the-trainer workshop, WCAG-compliant materials.
Learning strategies: Scaffolded confidence-building with real-world tasks, peer learning, facilitator-led demonstrations, QR-linked optional learn more content, built-in flexibility.
About the organisation
Telstra is Australia’s leading telecommunications provider, connecting millions of Australians to the people, information and services that matter most. Beyond delivering world-class connectivity, Telstra is deeply committed to digital inclusion and wants to see all Australians, regardless of age or background, confidently participate in the digital world.
Through initiatives like Tech Savvy Seniors, delivered in partnership with the NSW Government, Telstra demonstrates its leadership not only in technology, but in community impact — investing in practical education that empowers older Australians to stay connected, safe and informed.
The need
Digital technology is increasingly essential for everyday life — from banking and government services to staying in touch with family. Yet many older Australians feel unsure, overwhelmed or left behind.
Telstra recognised that while the existing Tech Savvy Seniors program had strong reach, it needed refreshing to better reflect current technology use and more practical, confidence-building ways of learning. Learners were asking for:
- More hands-on practice
- Simpler language
- Clearer step-by-step guidance
- Support for mixed-ability groups
Facilitators needed:
- Easier-to-run session plans
- Less reliance on dense slide decks
- Clear scripts and demonstrations
- Built-in flexibility for different devices
Telstra’s vision was clear: shift the program from information-heavy to confidence-building — helping seniors move from hesitation to capability.
The learning solution
We partnered closely with Telstra to redesign Tech Savvy Seniors from the ground up, beginning with a comprehensive High-Level Design that redefined the program architecture.
The refreshed program includes 12 standalone, modular sessions covering real-life digital tasks such as:
- Using smartphones, tablets and computers
- Sending emails
- Staying safe online
- Taking and sharing photos
- Joining video calls
- Online shopping and banking
- Using social media
- Exploring AI tools
Each session follows a consistent confidence-building structure:
- Welcome & Warm-Up
- What We’ll Learn
- Try It Together (facilitator demo)
- Now You Try (guided practice)
- Built-In Flexibility
- Wrap-Up & Take-Home Action
Key design features include:
- Modular architecture
Learners can attend sessions in any order. Facilitators can tailor content to devices in the room and confidence levels. - Learning Canvas model
Every participant receives a printable Learning Canvas to write notes, tick off skills, and build their own personalised guide — reinforcing retention and independence. - QR-linked official instructions
Rather than creating static walkthroughs that quickly date, sessions use QR codes linking to official provider instructions (e.g. Gmail, Service NSW, major banks). This ensures accuracy, sustainability and relevance across devices. - Plain English and visual clarity
All materials were rewritten in accessible, jargon-free language with clear step-by-step layouts suited to low-confidence learners. - Facilitator-first design
Volunteer-friendly guides include pacing cues, scripts, troubleshooting prompts and extension activities — empowering facilitators to lead confidently without needing deep technical expertise.
The result is a program that feels calm, welcoming and achievable — prioritising confidence over content volume.
The outcome
The redesigned Tech Savvy Seniors program positions Telstra as a leader in digital inclusion, delivering not just connectivity — but helping build digital capability.
The refreshed structure:
- Better supports mixed-ability groups
- Reduces facilitator pressure
- Builds learner confidence step by step
- Future-proofs the program through modular and linked design
By investing in a thoughtful, learner-centred redesign, Telstra has strengthened its commitment to helping older Australians thrive in a digital world.
The program is now equipped for sustainable rollout across libraries and community settings, with a clear, scalable model for ongoing delivery.
Hungry Minds immediately understood the purpose of Tech Savvy Seniors and the importance of digital inclusion for older Australians. They worked closely with our trainers, cared deeply about the outcome, and delivered refreshed content that’s already receiving fantastic feedback, I can’t thank Olivia and the team enough!
The team
Olivia: Senior Learning Designer
Michael: Managing Partner
Mitigating Vicarious Trauma
Telstra’s Tech Savvy Seniors Program
