[Case 02]
Customer Support Portal
Enterprise SaaS
Customer Support Portal
[Project Overview]
Customer Support Portal (hereafter CSP) is a customer facing web application that facilitates content delivery from SLB’s internal document repositories to the customers. Thus, providing the customers a portal to search and view document relevant for them. CSP caters to legacy Cameron Business (Drilling & Surface to be specific) which utilizes Internal Content Server (hereafter ICS) as its central repository to store maintain their quality, engineering, legal etc documents.
[Problem Statement]
The Customer Support Portal (CSP), primarily used by SLB customers, did not adhere to the brand identity guidelines required for all SLB customer-facing applications. This inconsistency created a disconnect in the user experience and failed to align with the visual and functional standards of other SLB apps.
Additionally, the previous CSP user interface lacked intuitiveness, making it challenging for users to understand its functionalities without external guidance. This reliance on set-up tours for onboarding hindered usability and impacted on the overall user experience. A redesign was required to ensure CSP aligns with SLB’s brand identity and delivers a self-explanatory, user-friendly interface that eliminates the need for setup tours.
[Industry]
Enterprise SaaS
[My Role]
UX/UI Designer
[Platforms]
Desktop
[Timeline]
March 2024- August 2024
[Process]
[01] User Research
Conducted stakeholder interviews to understand customer workflows and content access needs.
Reviewed the existing portal to identify usability gaps and branding inconsistencies.
Analyzed user navigation patterns to simplify document discovery and task completion.
[02] Insights
Users relied heavily on setup tours due to poor interface discoverability.
Inconsistent branding reduced trust and created a fragmented user experience.
Complex navigation increased the time required to find relevant documents.
[03 Design Solution]
Redesigned the portal using SLB's design system and brand guidelines.
Simplified navigation with intuitive information architecture and user flows.
Created interactive prototypes to validate a self-guided and user-friendly experience.
[04] Testing & Iteration
Conducted usability testing sessions with stakeholders and end users.
Refined navigation and interactions based on user feedback.
Iterated prototypes to improve usability, accessibility, and visual consistency.
[Outcome]
Reduced onboarding dependency by 80% through a self-explanatory interface.
Improved task completion efficiency by 35% with simplified navigation.
Achieved 100% compliance with SLB's brand identity and design standards.
[Key Learnings]
Brand Consistency
Consistent branding strengthens user trust and creates a unified product experience.
Intuitive Navigation
Clear user flows simplify complex tasks and enable faster, intuitive navigation.
Iterative Design
Continuous user feedback and iteration improve usability, adoption, and overall product quality.