CASE STUDY

Transforming a Customer Portal for one of the Nation’s Largest Railways

Challenge: A customer portal that supports over 350,000 users and 1,000 new registrations monthly, suffered from a labyrinthine interface and poor user experience. These issues drove up customer service costs and hindered user productivity. The business-critical portal needed to be modernized quickly.

Timeline: A tight 9-month window for modernization, complicated by a newly hired client project team with limited experience on the business, limited documentation, and technical debt within the portal front-end technology.

Solution: Employing design thinking, we:

• Unraveled Complexity: User research revealed pain points and opportunities to streamline the portal.

• Empowered Users: A simplified interface and intuitive navigation accelerated user onboarding and task completion.

• Bridged the Gap: Agile development with continuous feedback ensured the solution aligned with user needs and technical feasibility.

Impact:

• Increased Customer Satisfaction (CSAT)

• Faster Time to User Productivity

• Reduced Cost to Serve

Bonus: Despite initial challenges, the project delivered more capabilities and features than originally planned, exceeding client expectations.