Enterprise Customer Connections Portal
UX / Product Design
Role
UX / Product Designer
Type
Enterprise SaaS Platform
Tools
Figma, FigJam, Jira
Overview
This project focused on improving the digital experience for large, complex customer connection journeys within a utilities organisation. Customers managing long-running, high-value projects had limited visibility into progress and relied heavily on phone calls and emails for updates.
The goal was to introduce a customer-facing portal supported by internal workflows to improve transparency, enable self-service, and reduce customer calls and emails to consultants by providing a clear, reliable view of project information.
Problem
The existing experience was fragmented and difficult to track. Customers frequently contacted consultants to clarify project progress, responsibilities, and next steps, while internal teams spent significant time responding to ad-hoc enquiries across disconnected systems.
Design Challenge
How might we design a clear, intuitive digital experience that gives customers confidence in their project status while reducing unnecessary manual contact?
Research & Insights
Discovery was conducted under tight time constraints and limited direct access to end users. Insights were gathered through existing documentation, historical data, and structured discussions with product and business stakeholders.
01
Customers seek clarity
Customers reached out primarily for clarification, not because work wasn't progressing
02
Status uncertainty
Unclear status, vague stage definitions, and inconsistent updates created anxiety and follow-ups
03
Need for single source of truth
Many customers explicitly asked for a single source of truth they could trust instead of relying on emails or calls
These insights reinforced the need for a transparent, self-serve portal that clearly communicates progress and expectations.
Design Approach
I focused on designing portal experiences that accurately reflect the end-to-end connection lifecycle, while working within enterprise and platform constraints.
Key decisions:
•
Designing interfaces around customer questions ("Where am I?", "What's happening?", "What's next?")
•
Prioritising features that directly support transparency and reduce inbound enquiries
•
Aligning customer-facing views with internal workflows to avoid conflicting information
The approach balanced business priorities, customer needs, and low-code platform limitations.
Customer portal showing project status and progress tracking
UX & UI Design
I designed and iterated on core portal experiences from wireframes through to high-fidelity UI, translating complex workflows into clear, intuitive interfaces.
UX principles:
•
Clear representation of stages, progress, and dependencies
•
Language and layouts designed to minimise ambiguity
•
Visual hierarchy optimised for quick status checks
In parallel, I helped refresh and extend an enterprise-scale design system, ensuring new screens and components were consistent, reusable, and aligned with existing standards.
User testing and feedback sessions
Enterprise design system components
My Contributions
As the UX/Product Designer on this project, I played a central role in bringing the customer portal vision to life through design and collaboration.
Key deliverables:
•
Designed and iterated on core customer-facing UI, translating complex workflows into clear, intuitive interfaces
•
Helped refresh and extend an enterprise-scale design system, improving consistency and reuse across the portal
•
Owned UI design quality in Figma, producing developer-ready screens within platform constraints
•
Led user testing and feedback sessions, validating clarity, usability, and effectiveness as a source of truth
•
Synthesised feedback into actionable improvements in close collaboration with product and engineering
Outcome & Impact
The project delivered a customer-facing portal that improves transparency across complex connection journeys and reduces reliance on manual communication.
Single View
A unified digital view of project status and progress
Clarity
Clearer understanding of stages and next steps
Self-Service
Reduced need for customers to call or email consultants
The project also established a more consistent, scalable UI foundation for future features and enhancements.
Key Skills Developed
Enterprise & SaaS UX design
Cross-functional collaboration
UI design systems at scale
Self-service portal design
User testing & insight synthesis
End-to-end product thinking
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