User research

Note: most recent user testing for the customer portal accoun,t has been done as part of FUND or Opportunity Management user testing.

Context

There has been previous work done on a customer portal account in the last years.
Many of our services requires an account in one form or another, and we can’t keep create different accounts for each of them
Having a single account for our customers makes things easier for them but also for us as it will be easier to maintain
We are focusing on an SE account to start with but want to keep it flexible enough so that it can potentially become an account our partners can also use in the future (Decisions needed)
We are not replacing existing accounts for now, but want to use this for new services

See an overview of the customers’ expectations and benefits of this work:

Customers are expecting services that are easy to use, personalised, based on their needs and what they have told us about themselves
They expect us not to ask the same information twice and to be clear on how we will use their data and keep it safe
They want to be able to contact us in a way that works for them

To proactively offer information and services to our customers based on their needs and what they told us before