The project's objective was to improve efficiency and scalability to capitalize on new business opportunities. It began with extensive research, analysis, and brainstorming sessions that resulted in the creation of a new vision and direction for the Service Portal. In-depth research covered the enterprise platform, competitor landscape, and portal configuration and customization. This research also unveiled the various stakeholders, including Solution Architects, Developers, Designers, Admins, and Business Analysts, who play crucial roles in the process. Notably, it revealed that significant customizations were happening at the widget level to align the Service Portal with customer requirements. While valuable, these customizations were causing delays in shipping. To gain a deeper understanding, we conducted semi-structured interviews and contextual inquiries. From this research, key themes emerged in areas such as Onboarding Experiences, AI-ML Powered Personalization, Visual Data Representation, Enhanced Community Engagement, AI-Assisted Knowledge Management, and Simplified Code and Upgrade Management. These areas formed the basis for strategic possibilities, which, in turn, led to a prioritization matrix and the creation of four strategic plays. Play 1 emphasizes Personalization and Customization, aiming to tailor the Service Portal for each organization's unique needs, enhancing the customer experience. Play 2 focuses on User-Centric Development Empowerment, streamlining development processes and upgrades. Play 3 centres on Enhanced User Experience and Guided Interactions, improving the brand editor's UI and simplifying page design. Play 4 targets Enhanced AI-Driven Insights, Community Engagement, and Personalized Knowledge Delivery. These plays have shaped the new vision for the Service Portal, aiming to expedite operations with configurable widgets and workflows, reducing customization efforts, expediting design and development, and ensuring compatibility with future upgrades. The goal is to provide a seamless user experience. This new vision, along with strategic areas, was proposed to the team to enhance the Service Portal experience for creators, customers, and end-users.
