Support portal design
The brief
We were approached to design and develop a customer focused support portal to compliment a client's existing styling and online presence.
The key requirements were to make the portal look clean and engaging, whilst being ease to use and navigate for both customers and support staff.
Also, because real-time client data was used, the portal had to be fast, stable, accessible and secure across all devices.
The solution
We worked closely with the client to put a workflow together - what they wanted to see, what was mission critical across each device, existing branding, the data to be stored and displayed, as well as accessibility and security concerns.
We also asked to gather feedback from users on the existing portal. From here we quickly established that the portal was too "one-size fits all" and needed to be flexible and feel more personal to each individual user.
Once we had gathered all the information needed, we moved on to initial designs, wireframes and test builds.
The creative
We wanted to start by stripping the system design and structure back as much as possible - removing features and content that caused more frustration than solutions.
Working from mobile upwards, rather than the traditional desktop downwards, allowed us to really focus on the user experience and how data could be best displayed and accessed on the smallest screen sizes. This also really helped with the design and development process too, allowing us to make sure every element was easily visible and accessible whilst looking modern and engaging.
Taking the customer feedback onboard we added a level of individuality by allowing customisable dashboards, flexible menu options and quick switching between light and dark modes (which also auto changed depending on device settings).
Lastly, to help ensure data was managed securely and be made available in real-time, we combined Claude AI with 2FA security and a server-level firewall. This saved the client hours of manual upkeep whilst giving them peace-of-mind.
"Thread Creative are fantastic to work with! When developing our support portal, they guided us through the design choices we needed to make, helping us understand what is possible and what would work best for our environment. Then, they took all our choices, ideas and concepts away and created a stunning user experience for us."
Michael Hancey
Director of Technology
