Solution

Digital Rebel was part of the customer's team and responsible for conceptualizing the customer portal for different customer segments, engaging both customers and internal stakeholders, and defining business and customer requirements.

The work began by interviewing internal stakeholders to identify problems and needs. Subsequently, an overall picture was defined, customer journeys were outlined, and the initial version of the concept and prototype was ideated. The concept was also reviewed with the Enterprise Architect to initiate preliminary technical investigations.

Following this, customers were interviewed to understand their current ways of operating, motivations, needs, and problems. The prototype was used to support storytelling and to present the idea of the new customer portal. Based on feedback, the concept was iterated, and business and customer requirements were defined before detailed user interface design and technical implementation began. The progress was communicated regularly to the entire organization by demonstrating progress, sharing feedback, and presenting results.