Anjella De Los Reyes

Customer Portal (Hub) offers a dedicated space where customers can own their support journey. In this space, users can create, edit, respond to or simply review all support communication with your company.

How Can UX Improve Customer Issue Resolution using Customer Portal?

Using dedicated space where users can create, edit, respond to or simply review all support communication and making it user friendly and responsive.

Project Overview

The project focused on designing a Customer Portal where it allows users to create, edit, respond to, or review all support communication with the company. Additionally, the Customer Hub can be white-labeled to align with clients’ branding, featuring their logos and visual identity to provide a seamless brand experience.

My Role: UX Designer: Responsible for end-to-end design, including gathering requirements, creating high-fidelity mockups, and ensuring accessibility and responsiveness.

Objective

To create a user-centric Customer Portal that empowers customers to manage their support interactions efficiently, while also enabling companies to customize the portal to reflect their brand identity.

Key Challenges and Solutions

Challenge: Fast-paced environment with tight deadlines.

Solution: I worked directly with the product owner to gather requirements and client goals efficiently. Adopted a streamlined process by skipping low-fidelity designs and moving straight to high-fidelity mockups.

Challenge: Ensuring accessibility and responsiveness.

Solution: I prioritized WCAG compliance and designed the portal to be fully responsive, ensuring usability across various devices and platforms

Ideation

To align the design with user needs and project timelines, I worked closely with the product owner to prioritize key features. Core functionalities like case creation were identified as top priorities. While time constraints limited the creation of detailed wireframes, I relied on rapid sketches to visualize workflows and key layouts, ensuring the development process remained efficient without compromising user experience.

Design

With a clear concept, I began the design phase, creating the mockups and prototyping, where I incorporated styling, interactions, and more detailed user flows. This allowed for a closer-to-final visualization of how users will use the portal.

After finalizing the design, I created the style guide and submitted it to the developers. Style guide provides design standards, facilitating smooth implementation, consistency, and alignment with the product’s visual identity. I also make sure that if follows WCAG AA Standard. Example:

Testing

Once the initial product iteration was delivered by the Dev team, It was rolled out to the broader team for further testing. This allowed us to gather valuable feedback from colleagues and clients familiar with the platform, enhancing our understanding of both usability and functionality through their insights. This testing provided valuable insights into what worked well and what could be improved. I also checked the UI if it is consistent to my mockups and tested the responsiveness.

Conclusion

The Customer Portal (Hub) successfully addressed customer and business needs, enabling users to efficiently manage their support interactions while offering companies the flexibility to align the portal with their brand. Despite the fast-paced environment and tight timelines, it meets the accessibility standards and ensuring a seamless, responsive design.