Customer portal
Customer portal
Customer portal
Secure, centralized hub where customers can access various services and information.
2x
decrease
in bounce rates
2x
decrease
in bounce rates
2x
decrease
in bounce rates
Improved
external visitors
satisfaction
Improved
external visitors
satisfaction
Improved
external visitors
satisfaction
Consistent
branding and user experience
with the corporate site
Consistent
branding and user experience
with the corporate site
Consistent
branding and user experience
with the corporate site
Team lead
Team lead
Team lead
Figma
Figma
Figma
Adobe CC
Adobe CC
Adobe CC
Jira
Jira
User testing
User testing
Jira
Jira
User testing
User testing
The Goal
Without a cohesive vision or comprehensive feature documentation, the team began by gathering fragmented inputs from stakeholders and mapping out the various technologies behind each portal. Concurrently, we gained insights into the diverse technologies employed across various portals. The primary objective was to integrate all existing customer-facing access points, including ticket management, knowledge base, account management, product updates, billing, communication channels, and so on, into a unified portal.
The Goal
Without a cohesive vision or comprehensive feature documentation, the team began by gathering fragmented inputs from stakeholders and mapping out the various technologies behind each portal. Concurrently, we gained insights into the diverse technologies employed across various portals. The primary objective was to integrate all existing customer-facing access points, including ticket management, knowledge base, account management, product updates, billing, communication channels, and so on, into a unified portal.
The Goal
Without a cohesive vision or comprehensive feature documentation, the team began by gathering fragmented inputs from stakeholders and mapping out the various technologies behind each portal. Concurrently, we gained insights into the diverse technologies employed across various portals. The primary objective was to integrate all existing customer-facing access points, including ticket management, knowledge base, account management, product updates, billing, communication channels, and so on, into a unified portal.
The Process
During the development process, the main focus was on the following key points:
Integration
Ensuring the portal integrates smoothly with existing systems and tools
User Adoption
Encouraging customers to use the portal and making it intuitive and user-friendly
Personalization
Created a various user flows, onboarding and settings for the best experience
Customization
Balancing standard features with the need for customization to meet specific customer needs
The Process
During the development process, the main focus was on the following key points:
Integration
Ensuring the portal integrates smoothly with existing systems and tools
User Adoption
Encouraging customers to use the portal and making it intuitive and user-friendly
Personalization
Created a various user flows, onboarding and settings for the best experience
Customization
Balancing standard features with the need for customization to meet specific customer needs
The Process
During the development process, the main focus was on the following key points:
Integration
Ensuring the portal integrates smoothly with existing systems and tools
User Adoption
Encouraging customers to use the portal and making it intuitive and user-friendly
Personalization
Created a various user flows, onboarding and settings for the best experience
Customization
Balancing standard features with the need for customization to meet specific customer needs
The Result
This wasn’t just a redesign — it was a strategic shift in how we connect with and support our customers. As the UX lead, I drove vision, alignment, and execution across teams, delivering a product that elevated both the user experience and business outcomes.
Improved Customer Experience
Delivered a centralized, secure hub that made interactions faster, easier, and more satisfying — reducing customer effort and increasing perceived value.
Operational Efficiency
Automated routine processes (like ticketing, billing inquiries, and product updates), reducing support team workload and shortening resolution times.
Enhanced Security & Trust
Implemented secure access protocols and granular permissions to protect sensitive data — reinforcing trust in our brand.
Data-Driven Insights
Enabled robust tracking of user behavior, giving internal teams actionable insights to fine-tune products and services based on real needs.
Stronger Brand Loyalty
Created a consistent, high-touch digital experience that strengthened customer relationships and increased long-term retention.
The Result
This wasn’t just a redesign — it was a strategic shift in how we connect with and support our customers. As the UX lead, I drove vision, alignment, and execution across teams, delivering a product that elevated both the user experience and business outcomes.
Improved Customer Experience
Delivered a centralized, secure hub that made interactions faster, easier, and more satisfying — reducing customer effort and increasing perceived value.
Operational Efficiency
Automated routine processes (like ticketing, billing inquiries, and product updates), reducing support team workload and shortening resolution times.
Enhanced Security & Trust
Implemented secure access protocols and granular permissions to protect sensitive data — reinforcing trust in our brand.
Data-Driven Insights
Enabled robust tracking of user behavior, giving internal teams actionable insights to fine-tune products and services based on real needs.
Stronger Brand Loyalty
Created a consistent, high-touch digital experience that strengthened customer relationships and increased long-term retention.
The Result
This wasn’t just a redesign — it was a strategic shift in how we connect with and support our customers. As the UX lead, I drove vision, alignment, and execution across teams, delivering a product that elevated both the user experience and business outcomes.
Improved Customer Experience
Delivered a centralized, secure hub that made interactions faster, easier, and more satisfying — reducing customer effort and increasing perceived value.
Operational Efficiency
Automated routine processes (like ticketing, billing inquiries, and product updates), reducing support team workload and shortening resolution times.
Enhanced Security & Trust
Implemented secure access protocols and granular permissions to protect sensitive data — reinforcing trust in our brand.
Data-Driven Insights
Enabled robust tracking of user behavior, giving internal teams actionable insights to fine-tune products and services based on real needs.
Stronger Brand Loyalty
Created a consistent, high-touch digital experience that strengthened customer relationships and increased long-term retention.
