Web Application / Mobile
Client Service Portal & Mobile App
A self-service portal and companion mobile app giving customers access to requests, documents, bookings and account history.
- Customer accounts
- Service requests
- Bookings
- Document sharing
- Notifications
- Staff back-office
Context
A service business handling customer requests, bookings and document exchange through phone calls and email.
The challenge
Staff spent much of their day answering status questions and re-sending documents.
Bookings and requests lived in separate tools, with no shared customer history.
Approach
- 01
Customer journeys first
The most frequent reasons customers got in touch became the portal's primary actions.
- 02
One backend, two clients
Web portal and mobile app share the same API, permissions and notification service.
- 03
Back-office for staff
Queues, assignments and customer history in one place for the service team.
- 04
Accessible by design
Keyboard, screen-reader and contrast requirements built into the component library.
What we built
- Customer portal
- iOS & Android app
- Booking engine
- Document exchange
- Notification service
- Staff console
- Next.js
- Flutter
- Node.js
- PostgreSQL
- Push notifications
- Email gateway
Outcome
- Customers check status and download documents themselves
- Bookings and requests share one customer history
- Staff work from one queue instead of several inboxes
Next case study
Document Intelligence Workspace
Complex problem? Good.
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