Customer Portal Development

Make the most common customer task easier

Start with the requests your team receives every week: finding a quote, checking an order, downloading a document or updating account details. Prioritise the tasks customers can complete without asking someone to intervene.

A portal homepage should show what matters now: an action awaiting approval, a recent document or the next scheduled step. A complicated dashboard can make a straightforward process harder.

• Account-specific documents and quote history
• Approval and change-request workflows
• Service tickets and status updates
• Role-based access for customer teams

Treat account separation as a core requirement

Every request for a record must check permission on the server. Hiding a button in the interface does not protect the underlying data. We include scenarios such as one account requesting another account's document in the acceptance criteria.

Invitation, password recovery, staff changes and expired sessions need clear behaviour too. Logging should help administrators investigate changes without exposing private information unnecessarily.

Keep internal and customer workflows connected

Customers need accurate information, but your team needs control over what is ready to share. Agree which records are visible immediately and which require approval. Use clear statuses instead of showing internal notes or unfinished documents.

A pilot with real customer tasks helps identify confusing language, missing permissions and unnecessary steps before a wider rollout.