Accountor customer portal CX

Accountor Customer Portal

Simplifying how businesses interact with their financial services

My Role: Senior UX / Service Designer
Focus: Service Design · UX Strategy · Product Design . Design system
Client: Accountor

The challenge

Accountor's customers interacted with financial services through multiple channels, creating unnecessary effort around document submission, communication, requests and information.

Goal

Create one connected experience that lets customers manage their financial interactions with Accountor with minimal effort.

My role

I worked across service design, UX strategy and product design.

• Mapped customer journeys and service blueprints

• Identified opportunities to reduce customer effort

• Defined the portal structure and key user flows

• Designed four core microservices

• Designed company, user and access management

• Established reusable UX/UI patterns

From service complexity to customer simplicity

I started by understanding the end-to-end customer journey, rather than designing individual screens.

Journey → Service Blueprint → Product Experience

The service blueprint helped connect:

Customer needs
↓
Portal interactions
↓
Accountor processes & systems

Key insight

Customers don't think in terms of Accountor's internal services.
They think in terms of tasks they need to complete. This became the foundation for the portal experience.

The solution

A unified customer portal organised around the customer's most important interactions.

1. Dashboard - Know what needs attention.A personalised overview of important information, activities and actions.

2. Files - Submit and manage financial documents. A central workspace for uploading, organising and tracking documents sent to Accountor.

3. Tickets - Request and track support. A structured way to create requests and understand their progress.

4. Messaging - Communicate in context. A central communication channel between customers and Accountor.

5. Supporting services - News & Announcements · Company Profile · User Profile · User Management

Designing for less interaction

One of the core principles was: Reduce searching, switching, and uncertainty.

Instead of asking customers to understand Accountor's organisational structure, the experience was designed around simple customer tasks:

Upload → Submit → Track

Ask → Communicate → Resolve

Review → Act → Complete

Service + Product

The project demonstrates my approach to enterprise UX:

SERVICE DESIGN
Customer journeys · Service blueprints · Opportunity areas

↓

PRODUCT DESIGN
Information architecture · Microservices · User flows

↓

UX/UI
Interaction design · Prototyping · Design system

Impact

The work created a foundation for a more connected Accountor customer experience by:

• Bringing key customer interactions into one portal

• Reducing fragmented communication

• Improving visibility of customer requests and documents

• Creating reusable patterns across services

• Establishing a scalable product structure

• Future-proofing for expansion

What this project demonstrates

I don't just design screens.

I connect customer needs, business services, and digital products to create simpler enterprise experiences.