Support Portal

Challenge

After a company aquisition, OpenText needed to integrate two legacy customer support portals into a consolidated system.

Concept

Using the current support website design to maintain a consistent user experience, create a new support portal front end that combines features from both legacy portals while adding some new functionality.

screen shot of the HP support portal home page
screen shot of the CRT support portal open ticket page

Design

The solution required extensive wireframing to support the in-progress functional design specification (FDS) document used to communicate to the business what functionality we will implement based on their requirements.

The final FDS informs the technical design by the development team, acting as a roadmap of what to build.

screen shot of the home page wireframe
screen shot of list of all a user's tickets in a grid
screen shot of the form used to open a new support ticket
screen shot of the view of a ticket

Development

The portal site was built using Liferay CMS. While visually it follows the wireframes and keeps with the branding of the existing Covisint site, it has several accessibility issues. This was the first project I was able to get WCAG 2.0 Level AA as a real requirement but as the project timeline slipped, no testing was done in QA or production. I will be performing an accessibility audit and providing feedback to the development team.

screen shot of the support portal home page
screen shot of the support portal open ticket screen
screen shot of the support portal home page at the mobile breakpoint
screen shot of the support portal open ticket screen at the mobile breakpoint

About Me

Rachele DiTullio headshot

IAAP-certified Web Accessibility Specialist

I believe in information integrity and accessibility for all through inclusive design principles and I have a wide breadth of knowledge in many areas of web standards and user experience design including HTML, CSS, cross-browser testing, accessibility best practices, information architecture, interaction design, wireframing, prototyping and usability testing.

I earned my Master's Degree in Information Studies from the University of Texas at Austin School of Information .

Contact Me