A secure, centralized experience where customers can seamlessly manage services, billing, and support in one place.
Prior to this initiative, customer-facing services were scattered across different platforms, leading to user confusion, inefficiencies, and duplicated support requests. The goal was to consolidate key customer functions: user management, product access, billing, support, and communications into a single cohesive portal.
2x reduction
in bounce rates and support ticket volume
31% increase
in successful self-service actions
Higher NPS
reported from portal users compared to previous systems
Case study
The project aimed to unify various fragmented customer-facing systems into a single, cohesive digital portal. Customers previously accessed services through disparate tools, leading to confusion, support requests, and low engagement. The new centralized portal serves as a one-stop solution for account management, billing, product access, and support.
Streamline customer interactions through a single interface that is visualy aligned with the corporate website.
Enable a scalable and modular platform that can adapt to future service needs
Increase user satisfaction and self-service adoption
Reduce service and billing inquiries by improving transparency
UX Research & Analysis across departments and user touchpoints.
IA redesign to map customer journeys and unify workflows.
UI design system integration to maintain consistency.
Prototyping and usability testing with real customers.
Cross-functional collaboration (design, dev, product, support).
2x reduction in support ticket volume within 3 months.
25% increase in successful self-service actions.
Higher CSAT/NPS reported from portal users compared to previous systems.
Faster onboarding time for new customers due to simplified flows.
Process
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