Case study 04 · Engagement Portal
One place for customers, principals and partners to see, act and stay informed.
A self-service portal that brings orders, documents, service requests and communication into a single account view for the businesses.
Context
Engagement was happening in email, phone calls and spreadsheets.
Customers and partners interacted with several internal systems through account managers. Status questions, document requests and service issues each travelled a different route.
The design challenge was to consolidate these into a single, self-service experience that reduced dependency on manual follow-up without exposing internal complexity to external users.
Design approach
Mapped the day end-to-end, prototyped the experience in low fidelity, validated the flows with the people doing the work, then translated the validated direction into high-fidelity, development-ready designs on the One Design System.
The portal
Designing the Account View
The portal is organised around the account, not around internal systems. Everything a user needs to know or do about their relationship is reachable from one dashboard.
Research foundations
Key screens
The engagement workflow
Sign in → Overview → Track → Request → Resolve → Stay informed
01→
Sign in
Role-based access; each user sees only the accounts and actions they are entitled to.
02→
Overview
Account dashboard with open orders, pending documents and active requests at a glance.
03→
Track
Order and shipment status with the same data the internal teams see.
04→
Request
Structured service requests replace free-form emails; required information captured up front.
05→
Resolve
Request threads with status, owner and history; resolutions confirmed in the portal.
06■
Stay informed
Notifications and announcements per account, with preferences per user.