The client panel makes sense if it organizes repetitive tasks and information. It should facilitate the performance of a specific activity, instead of creating another place requiring checking without any clear need.
Start with repeated questions
Check what information customers regularly ask for in the news. These may be case status, current document, deadline or list of missing materials. The panel should help in such tasks if the company can keep the data in the current state.
For a team from Warsaw serving customers from different places, the common space may limit the dissemination of information. However, it will not replace the finding of who updates the status and who answers the questions.
Take care of first contact with the panel
The user should understand why he gets access and what he can do after logging in. An empty screen without a hint does not help to start work. Design a situation where there are no documents yet, and the moment when the first task appears.
For example, the project panel can clearly indicate the material to be completed and the current version to check. It should not force the client to compare many similarly named files without information that requires its decision.
The notification is to lead to the right place
Find out which events require informing the client and how often. Too many messages may make it difficult to notice an important request. The message should explain the action, and after the transition the user must find the right context, while maintaining access control.
Check:
- the visibility of the current status;
- distinguishing the version of documents;
- the way in which the comments are forwarded and confirmed;
- handling missing data;
- comfort on the phone;
- alternative contact in case of panel problem.
Measure utility by task
Check if the customer can perform the operation without additional instruction. Collect a place of hesitation and repeated questions. The increase in the number of logins does not confirm that the cooperation has become easier.
It's worth starting with one full trial. Application roles and states and preparation of project requirements.
