After-sales Portal
to reduce friction and expand self-service
A proprietary digital platform designed to structure the brand’s after-sales operations, integrating technical support, informational content, and a secure user area into a scalable, data-driven ecosystem focused on operational efficiency, relationship building, and recurring revenue generation.
Role
Design Lead responsible for defining the user experience strategy of a large-scale after-sales platform for one of the world’s leading home appliance manufacturers.
Challenge
Create a digital self-service ecosystem capable of reducing support costs, improving customer experience, and supporting new revenue opportunities.
Approach
Led UX strategy, information architecture, UX Writing, SEO, CRO, Analytics, and roadmap evolution, ensuring continuous product improvements through data-informed decisions.
Capabilities
Product Design
Customer Experience
Service Design
Information Architecture
UX Writing
SEO
CRO
Analytics
Responsive Design
Product Strategy
Roadmapping
Digital Self-service
Process
Overview
Key
Deliverables
Highlighted
Results
• Scalable self-service platform.
• Reduced customer support friction.
• Omnichannel experience.
• New monetization opportunities.
• Continuous product evolution driven by metrics.