Plusnet wanted to update their existing customer portal so it clear to navigate and included many new elements that customers potentially needed.
The Challenge
The existing customer portal was very dated and hard to navigate. We needed to create a usable application that would allow for some modern functionality.
User research and wireframing
There was quite a lot of existing data around the original customer portal and user feedback. Using the feedback we were able to clearly see where the issues were and how we might improve them.
Prototypes and user testing
After our ideation sessions, we were confident we knew how we could improve the customer portal and introduce the new features the customers had been asking for. We did rounds of user testing to ensure the interface was intuitive, and it allowed the customers to do what they needed quickly.
Design System
With the help of in-house designers we created a full design system for the customer portal and any new customer application for Plusnet.
The Results
The new customer portal launched with great success. After rounds user testing and tweaking we created a customer portal which received rave reviews from users and gave Plusnet a platform they could quickly change and adapt for other customer services.
