The client needed to modernize their customer-facing portals while also improving internal tools for their sales and service teams. They faced challenges with fragmented user experiences and inefficient processes across both customer-facing and internal systems.

• Drive scope and vision for the external-facing Customer Portal

• Design intuitive internal-facing Sales and Service pages

• Create reusable design patterns for future development

• Balance out-of-box functionality with custom features to optimize development time

Discovery & Strategy

I took a systematic approach to understand and define the solution:

• Persona Development: Created detailed user personas to guide design decisions

• Site Requirements: Led determination of portal requirements and functionality

• OOTB Assessment: Evaluated which features could use standard functionality vs. requiring custom development

• Vision Development: Drove the scope and vision for the external-facing portal

Design Implementation

I developed a comprehensive design approach that balanced user needs with technical feasibility:

• Customer Portal Design: Designed the external-facing Customer Portal within Experience Cloud

• Internal Tools Design: Created complementary Sales and Service pages for internal users

• Lightning Design System: Applied expert knowledge of the Lightning Design System

• Development Efficiency: Informed stakeholders on the optimal balance between out-of-box functionality and custom development

Stakeholder Engagement

I fostered strong relationships throughout the process:

• Co-creation: Emphasized collaborative design to create stronger solutions

• Communication: Effectively communicated design decisions and rationales

• Technical Collaboration: Worked closely with development teams to ensure feasibility

• Feedback Integration: Continuously incorporated stakeholder input to refine designs

The project delivered exceptional results:

• External Portal: Successfully launched intuitive Customer Portal

• Internal Tools: Deployed effective internal Sales and Service pages

• Extended Engagement: Project success led to extended engagement

• Stakeholder Satisfaction: Received outstanding feedback from leadership and users

• Balance is Essential: Finding the right balance between out-of-box functionality and custom development is crucial for both efficiency and user experience

• Relationship Building: Developing strong partnerships with stakeholders creates alignment and more successful outcomes, resulting in a 5/5 CSAT score

• System Knowledge: Deep understanding of Experience Cloud and the Lightning Design System enabled more effective solutions

• User-Centered Approach: Keeping user needs at the center of the design process led to more intuitive interfaces and stronger adoption