BUSINESS SYSTEMS / UX-UI
Building a custom client portal for a professional services company.
- Client
- Professional services firm
- Industry
- Professional services
- Service
- Business Systems
What we did
- Client journey mapping
- Portal UX/UI
- Document and payment experience
- Structured request intake
- Integration with existing systems
The problem
Clients emailed the team for documents they had already been sent, invoices they had already received and status updates that existed internally.
Every answer was easy. There were simply hundreds of them each month.
What was in the way
- Documents lived in email threads.
- Payment history required someone to look it up.
- Requests arrived in whatever format the client preferred.
- Status was internal knowledge, not client-visible information.
What we designed
We listed the questions clients actually arrive with and designed one screen per answer.
Requests were converted from free-form email into structured intake that routes itself.
What we built
- A secure client portal for documents, payments, status and messages.
- Structured request forms connected to internal workflows.
- Integration with the firm's existing systems so nothing is entered twice.
How it works now
“Can you resend that document?”
Documents available in the portal.
Invoice questions by email.
Payment history and status self-serve.
Requests in free-form email.
Structured intake, routed automatically.
The outcome
- Routine client email was substantially reduced.
- Clients can answer their own status questions at any hour.
- Requests arrive with the information the team needs to start work.
Sound familiar?
Tell us what's not working in your business.
Describe what happens today. We'll determine the most useful next step.