CLS <br><small>A user-focused upgrade for a client portal</small> background

CLS
A user-focused upgrade for a client portal

Fin worked with CLS to deliver a digital strategy, design and front-end development, for the upgrade of their client portal.

The challenge

CLS engaged Fin in our capacity as strategic digital consultants to assist in the revamp of an ageing client portal. A primary concern was that existing users had fed back that they found the portal difficult to use, as well as it looking dated.

The project required us to rethink and redesign the user interface (the portal’s front end), delivering a design and user experience (UX) solution that CLS could integrate with their existing back-end systems.

An additional challenge in the brief was that, because of compliance with security protocols, we couldn’t be hands-on for the back-end development. Any solution we proposed would need to be built in an external testing environment before being integrated by an in-house team.

The process

Through a series of interviews with key personnel we were able to extract the pain/pressure points that the portal was causing for both internal and external stakeholders.

The insight provided by these interviews was then turned into strategic recommendations for the UX as well as technical requirements. In addition this project was taking place during an upgrade of the back-end SharePoint software, so we had to be prepared for the unexpected too.

We developed a ‘roadmap for delivery’ which included the embedding of a security-vetted Fin developer within CLS for the duration of the project, if required.

The outcome

Our strategic consultancy resulted in the delivery of a strategy report and roadmap for several implementation scenarios.

We provided a technical specification accounting for the requirements imposed by the new SharePoint environment; this included designs and front-end code for a new user interface, along with wireframe documentation setting out the multiple user journeys our solution accounted for.