Acme Corp
Acme Portal Redesign
A full redesign of Acme's customer portal — support tickets down 40% and page loads from six seconds to under one.
Technologies
- NestJS
- React
- MongoDB
- TypeScript
- Tailwind CSS
Case study
The challenge
Acme's customer portal had grown for six years without a plan. Customers could not find their invoices, the support team answered the same five questions every day, and pages took six seconds to load.
What we did
Rebuilt the information architecture around the five things customers actually came to do
Replaced the legacy front end with a modern component library
Moved reporting to a background job so pages stopped blocking on it
Added self-serve invoice download — the single biggest source of tickets
The result
Support tickets down 40% in the first quarter
Page load down from 6.2s to 0.9s
3,400 self-serve invoice downloads in month one
"The portal finally feels like it was built for our customers instead of our database." — Acme operations lead
Gallery
