Big Boost for Customer Portal Usage

This confidential client is an international investment company with a charitable endowment division for wealthy individuals. Their critical online customer portal needed help to increase adoption. That’s when Arc Intermedia stepped in.

Happy couple on a boat
The

Challenge:

This trusted company had an online customer portal that was difficult to navigate, did a poor job of enticing prospective and current investors, and was nearly invisible in search engines.

Arc's

Strategy:

Arc took on the role of business consultant and portal auditor first, to uncover all possible problems what approach was needed to solve them. Our consultancy included the following:

  • Uncover pain points of current portal
  • Research offerings and activity of competing offerings
  • Research online visibility/interest and competitor rankings
  • Analyze and recommend improvements to language
  • Address steps to improved customer support
  • Define online visibility and shortcomings
  • Help build business case for a new portal interface
Arc's

Solutions:

To provide the business case for a new portal and then deliver on client needs, Arc provided the following:

  • Conducted research to understand audience, income, motivation
  • Analyzed portal usage data
  • Enrolled in and used competing portals
  • Performed screen tracking to understand usage
  • Provided new content and wireframes for a new portal interface
  • Provided design treatments and testing of all unique screens
  • Consulted on search engine optimization to improve visibility
  • Tracked, compiled, and analyzed results
  • Presented results and program value to leadership
The

Results:

Arc Intermedia’s efforts resulted in the following:

  • Coded and delivered an entirely new portal interface
  • Added and configured analytics tracking for KPIs
  • Positioned for better discoverability
  • Received very favorable feedback from users on new experience
  • Increased donor usage

Key Stats

YoY Portal Use
+ 0 %
Organic traffic
+ 0 %

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