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Self-Service Portal Design Effort – Underestimate the Importance at your Peril

Self-service portals have been around for a while. However, it is astounding how many organisations still haven’t adopted them. Equally astonishing is the number of organisations that find that the utilisation rate of their portal is lower than expected.

A well-designed, easy to use and easily accessible portal can reap numerous benefits. Benefits such as:

We have observed that many portals that fail to be adopted by users in an organisation have one thing in common:

Sofigate self-service portal projects always involve a dedicated service & UX design team. Their mission is to fully understand the organisational culture and its business requirements, ensuring that the design of the portal is geared up to ensure user happiness, and to maximise adoption rates.

The UX design team focus on the end-user experience, the business objectives and the technical implementation constraints.  These are all embedded in the final look of the service portal.

The typical approach of the UX design team is to start with interviews and observations through workshops, to fully understand what users and the business want and need. This is closely followed by data analysis and creation of user profiles and personas. Once the personas are defined, the UX design team can start to write customised user journeys and storyboards that will drive the portal design, starting with service blueprint, prototypes and initial user acceptance tests.

We have worked with many customers to design their portals with the use of a UX design team. Putting the user experience at the centre of self-service portal projects has resulted in happier users, sustained productivity and improved services.