Case studies - Portal Experience
We believe in the power of seamless digital experiences. Our passion lies in transforming complex B2B and B2C portals into intuitive platforms that simply work better for everyone. By understanding business needs and user behaviours, we create customer portals that make everyday interactions effortless and meaningful. Here’s a look at how we've helped organisations turn challenging workflows into smooth, engaging experiences that deliver real results.
Australia Post
Enabling self service for B2B customers
The MyPost Business Dashboard of Australia Post fuels 243,106 small businesses. The design of this dashboard involved understanding and solving the complex challenge of transforming Australia Post's business shipping platform into an intuitive digital experience that serves thousands of small businesses across Australia. Here's how we made shipping simpler.
The Challenge
Small business owners were wasting precious hours managing shipments and struggling with shipping costs. They needed a streamlined solution that would grow their business while saving them time and money.
Some of the key challenges identified during the research were
self-service to enter and update business details,
account manager details, reaching out to help and support,
resolving end customer issues,
generating shipping labels with a clear idea of the costs and
maintaining customer records.
This resulted in lengthy calls to the call centre and precious time taken away from managing their business.
The Solution
We designed a unified digital platform that brings all shipping tasks into one seamless interface. The portal enables users to:
Generate shipping labels and track parcels in one place.
Integrate directly with major e-commerce platforms.
Access volume-based discounts automatically.
Manage both domestic and international shipments effortlessly.
Time-Saving Features
The platform streamlines operations by enabling businesses to bulk-upload orders via CSV files, eliminating manual data entry. From a single interface, users can generate shipping labels, track parcels, and manage domestic and international shipments. The redesigned homepage features consolidated navigation tabs on the left and easy access to 13 months of transaction history.
Cost Management
The portal automatically tracks shipping volume and adjusts discount tiers based on the previous 4 weeks or 12 months of activity, whichever provides maximum savings. Small businesses can save up to 40% on domestic parcels and 35% on international shipments without meeting minimum volume requirements.
Integration Capabilities
The platform seamlessly connects with e-commerce systems like WooCommerce and eBay, allowing businesses to import customer delivery information and manage multiple orders from one location. This integration enables automated tracking updates to customers and simplified order management.
Accessibility
The portal offers flexibility by allowing businesses to generate online and in-store shipments using a unique QR code system. For urban areas, users can schedule package pickups directly from their business location, eliminating trips to the post office. The design has proven particularly valuable for growing e-commerce businesses, providing them with enterprise-level shipping capabilities without the traditional volume requirements or complex setup processes.
The Impact
Through thoughtful UX design and strategic automation, small businesses across Australia save up to 40% on domestic parcels and 35% in international parcels while streamlining their entire fulfilment process. The streamlining of the process resulted in 43% reduction in call centre call volumes for calls related to small businesses.
Telstra
Customer Portal for NBN+
Here's how we reimagined Telstra's self-service experience for NBN customers, transforming complex telecommunications management into an intuitive digital journey.
The Challenge
NBN customers struggled with service visibility, troubleshooting, and account management across multiple touch-points. They needed a unified platform that could provide real-time insights and reduce the need for customer service calls.
The Solution
Through careful attention to user needs and pain points, we've created an intuitive platform that empowers customers to manage their entire NBN service lifecycle independently, reducing support calls while improving satisfaction and resolution times.
Smart Diagnostics & Support
An AI-powered troubleshooting engine that runs real-time diagnostics on connection issues
Step-by-step guided resolution pathways with visual aids and simple instructions
Automated service status notifications with estimated resolution times
Virtual assistant support for common queries and basic troubleshooting
Direct integration with network monitoring tools to show actual vs. expected speeds
Enhanced Account Management
Interactive dashboard showing billing cycles, payment history, and upcoming charges
Flexible payment options including automatic payments and bill smoothing
Plan comparison tool with personalized recommendations based on usage patterns
Self-service plan modifications with immediate activation
Digital document storage for contracts and past statements
Service Visibility & Control
Real-time speed tests with historical performance tracking
Interactive network status map showing planned maintenance and outages
Installation tracking with milestone updates and automated notifications
Technician appointment management with live tracking and direct communication
Usage insights with customisable alerts and recommendations
Mobile-First Experience
Responsive design optimised for all devices
Quick access to essential features through a streamlined mobile interface
Push notifications for important account updates and service alerts
Seamless switching between desktop and mobile sessions
Offline capability for accessing saved documents and recent account information
Impact
The portal has significantly reduced call centre volume by enabling customers to self-resolve common issues. Customer satisfaction scores have improved by 35%, while the average resolution time for technical issues decreased from days to hours. The platform now handles over 70% of basic service requests that previously required phone support. Through user-centred design and automated support features, we created a digital experience that made managing NBN services as simple as checking your email.