B2B Account Portal
A self-serve account management portal for corporate customers, reducing complexity and labour intensity.
My role
Own and lead the end-to-end UX/UI design process
Build a design systems from scratch using the Salesforce Lightening Design guidelines
Workshop facilitation
Information architecture
Prototyping
Branding based on existing Three design guidlines
Software application
Responsive web
Technology
Salesforce (SaaS)
Tools
Figma
Figjam
Miro
The project
Business context
Three Business was experiencing rapid growth with a strategic ambition to deliver digital-first, seamless customer experiences. Three was the only mobile network operator without a corporate portal, creating a significant competitive disadvantage in the market where corporate self-service portals consistently rank as high-priority requirements in bids.
Project scope & Key Requirements
Design and deliver a brand new Digital Corporate Portal within the year that enables businesses with 50+ connections to manage their accounts online through comprehensive self-serve capabilities, reducing operational complexity while addressing labour intensity. The portal must include quick access to frequently used services and intuitive, frictionless account management user journeys that empower users to find what they need effortlessly.
Design process
Discovery, research & workshops
I start by making sure I fully understand the brief, then clarify any points with product owners and key stakeholders. I liaise with the development team to understand technical constraints and feasibility. I carry out competitor analysis to assess market positioning and spot opportunities, and I run user research to uncover customer needs, pain points, and behaviors. When needed, I facilitate collaborative workshops with product owners to define business requirements and map out key services, which then inform user journeys.
Design & Iteration
The design phase involves developing wireframes and prototypes aligned to user needs and business objectives. I review designs with stakeholders and gather feedback, iterate designs based on stakeholder input, then create final designs with detailed specifications.
Creation of design system
Building upon the Salesforce Lightning Design System (SLDS), I developed a customized design system and template library tailored for the Digital Corporate Portal. This involved referencing SLDS's UI components and guidelines to align with corporate account management requirements and incorporating accessible components that ensure modern accessibility standards are met.
Implementation
During implementation, I collaborate closely with developers during production to ensure design integrity. If any technical constraints arise that impact the designs, I work with the development team to identify alternative solutions and make informed recommendations that balance user experience with technical feasibility.
Discovery, research & workshops
Final Dashboard output
Sample screens of the billing journey
I designed and refined the billing journey to ensure portal users could easily access their VAT invoices, a critical regulatory requirement. The experience was centred on clarity and control: users were guided to view overdue bills, request a single VAT invoice if it hadn’t been retrieved before, or submit bulk requests for multiple invoices. This approach reduced friction, aligned with compliance needs, and ensured a consistent, intuitive experience across key billing touchpoints.
Sample screens from other journeys
I've selected a set of screens to demonstrate how design decisions shaped the user experience and addressed customer expectations. The flows were created to be clear and seamless, with polished visuals that reinforced the brand while making it straightforward for users to complete their tasks. By balancing usability with a premium feel, the journeys performed strongly in user testing and helped differentiate the service from competitors while supporting customer loyalty.
