Web-based Portal Initial Access Modernization

Project Overview

Context

‍This web-base portal is a critical customer touchpoint that enables users to access, manage, and download software after purchasing IBM products. The existing onboarding process was outdated, requiring physical mail to deliver temporary passwords, leading to delays and frustration.

‍

Objective

‍Modernize and streamline the initial access process for new portal customers, enabling immediate access to the platform while improving user experience and reducing reliance on physical mail.

Problem Statement

The existing web-base portal onboarding process is slow, manual, and heavily reliant on postal mail, leading to customer dissatisfaction, operational inefficiencies, and delayed access to critical software downloads.

Design Process

Journey Mapping

• Created as-is and to-be journey maps for each user experience scenario based on current and new users as well as their starting point in accessing the portal.

Wireframing

• Created wireframes showcasing an improved, email-based onboarding process.
• Developed interactive prototypes for usability testing.

Key Design Principles

• ‍Simplification: Reduce steps required for initial login.‍
• Automation: Eliminate manual interventions in user verification.‍
• Security: Implement two-factor authentication (2FA) for enhanced security.

Design Solutions

Proposed Process Changes

1. ‍IBM ID Registration: Users create an IBM ID, validated via email.‍
2. Automated Enrollment: If eligible, users enroll their site online without mailing forms.‍
3. Email-Based Access: Users receive a welcome email with login details instead of postal mail.‍
4. Integrated Portal Access: Users gain immediate access to the portal, a software updating platform, and a support platform.

‍

Visual Enhancements

• Redesigned login and registration pages for clarity.
• Designed the portal welcome and login email
• Created "How-To" videos and updated help documentation.

Key Learnings

• ‍User-Centric Design is Crucial: Direct feedback led to meaningful improvements.‍
• Automation Enhances Efficiency: Reducing manual steps improved both user experience and operational costs.‍
• Cross-Portal Integration is Essential: Granting simultaneous access to multiple IBM platforms streamlined user workflows.

Next Steps

• Expand automation to other IBM customer portals.
• Enhance self-service capabilities for user role management.
• Consolidate IBM products that influences each platforms user experience
• Continue gathering user feedback for future refinements.

The design artifacts represented is a conceptual example and does not represent the official designs created for the company. It is intended for illustrative purposes only and should not be interpreted as an official or final design.