Design timeline: May ‘25 - Nov ‘25

Platforms: Web and app

Introduction

The e& Business portal can be described as a SaaS platform for its business customers to buy, manage and engage with e& products and services for their companies and employees.

Redesign objective

Below is a screenshot of the previous version that needed a revamp. Needless to say, it did not offer much value as the first page users would see after logging in. They would have to navigate a bunch and search through header tabs to take actions.

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Our major KPI was to decrease customer support tickets and calls for the support centre team

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We collected insights from the following teams that interact with our customers:

• Support centre team: They listen to customer complains via email and helpline
• Key account managers: These are appointed to work closely with Preferred Businesses
• Product owners: They promote and sell products, hence have the best qualitative data on customer needs.

After several alignments between teams and departments, we came to the conclusion, that following are the most important and frequent actions (highest to lowest priority) by the customers:

• Pay bills
• View accounts (to take actions based on certain accounts)
• Track orders