Customer Portal

Jaguar & Land Rover
Project Challenge
I'd been working on the Customer Portal for over 6 months designing new features for the existing customer dashboard. The project didn't have a clear direction and the dashboard was becoming cluttered and outdated. I worked with a designer to redesign the customer dashboard and define a new strategy and a future vision for how the Customer Portal will evolve.
We identified the constraints of the existing dashboard and identified what potential solutions we could put in place to improve the user experience.
Understand the problem
We did an audit of all automotive competitors with a customer portal, out of sector and other data driven dashboards. It became apparent that a lot of our competitors were wrestling with similar issues.
Competitor analysis
As there was already an extensive list of existing features available, we also had to factor in the list of features the client wanted to add to the customer portal. I wanted to simplify this list and create a prioritisation order to help us reorganise the existing and future content on the dashboard.
Feature prioritisation
I assigned each feature to one or more of the 4 user types. That then allowed me to plot some of the revenue generating features across the customer lifecycle. Rather than displaying all features at one time, this allows us to make the customer portal work much harder, by triggering specific features at specific times when relevant to the customer.
Define user types
The revised dashboard design had specific content groupings, a much clearer layout and a strategy to move forward with.
Revised dashboard design
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