About me

Case study - Everything Managed Group

Customer portal

Working autonomously & as part of a remote first agile software development team. Creating from scratch a new customer facing portal for waste management in the enterprise space. Responsible for stakeholder management; research including liaising with customer service rep; competitor product review with BA then creating from scratch a new design system in Figma, creating wires, carrying out user testing with key members of EMG staff. Alignment of UI, accessibility, carrying branding and creating a data heavy broker facing portal including charts & data tables for immersive UX.

Research | Wireframing | Prototyping | User testing | UI Design

The problem in brief

After users sign up to have their waste collected from their business they then need to be onboarded to a customer portal where they can manage their subscription and get help, etc…  

Actions: Work with relevant stakeholders to imagine the IA and possible page content. From the ground up create a new customer portal & broker facing portal, digital first approach utilising a new shared design system for easy collaboration across the checkout experience and both portals.

Initial wireframes

Initially gathering requirements form the relevant stakeholder determining the portal size, IA and taxonomy. I started to look at what had initially been done by the other designer & from all that input was able to make a start on a flow & wireframing the portal sections some seen below:

Homepage design refinement

Aligning with marketing and using the graphics available, sectioning up the portal to an ideal size, we decided to use cards to navigate the portal from the home page here you can see how they evolved throughout the process while aligning styles with the checkout, and carrying branding.

Beyond MVP

Future proofing the portal looking at alert scenarios flows, from contract ending, missed collections to bins overweight and what the portal could look like in app light & dark themes.

The solution

After originally putting together a 'what could be' portal & following the findings from the user testing. I started to work closely with a BA and concentrate on 'the art of the possible'... The portal was then successfully delivered for MVP. Along with the results of the user testing please see the final prototype across breakpoints below:

View desktop prototype

View tablet prototype

View mobile prototype

View broker prototype

View user testing results

Lets work together
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