Customer Portal (SaaS Salesforce)

2019

Overview

The energy supplier was engaged in a digital transformation initiative, implementing a comprehensive suite of Salesforce solutions to enhance internal operations and customer interactions.

The design of the new customer portal, based on Salesforce Experience Cloud, was in undergoing; however, the initial design produced by the external digital consultancy fell short of the business, user, and branding standards. As the Lead UX and team leader, I took the initiative to redesign the portal to ensure it aligns with all specified requirements.

What I’ve done

Following a brief evaluation of the preliminary design created by the external consultants, I have pinpointed several key areas for enhancement: alignment with business requirements, a stronger focus on user-centric interaction design, the establishment of a cohesive digital brand identity, and the necessity for a UI components library to support the development team’s efforts.

I have quickly conducted discovery workshops with business stakeholders to refine requirements, subsequently collaborating with the solution architect to share design concepts for expedited development.

Finally I’ve redesigned the customer portal on medium and small screen mobile devices, created annotated wireframes to handover the development team along with the UI components library.

Conclusions

The project team successfully delivered a practical solution that aligns with the needs of the business, brand, and users. In summary, the portal has been created and is currently utilised by the company’s customers to monitor their accounts and bills, submit meter readings, and initiate support requests.