anna nicoli

As part of its digital transformation, the energy supplier was implementing Salesforce solutions to improve internal operations and customer interactions.

The new Salesforce Experience Cloud customer portal fell short of business, user, and brand requirements. As Lead UX and team leader, I led its redesign to meet these standards. I have:

• Identified gaps in business alignment, user-centred interaction design, brand consistency, and UI component standardisation.
• Facilitated workshops to refine business requirements and align priorities.
• Liaised with the solution architect to validate design concepts and accelerate development.

• Redesigned the customer portal layout for desktop, medium and small-screen devices.

• Integrated the company’s brand identity.
• Created a UI design system library with reusable web components.

• Handed over to development team Hi-Fi wireframes and UI components library specs and files.

The portal was launched and enabled company’s customers to manage accounts and bills, submit meter readings, and request support. It has been active until the Energy Company closed down.