Client portal
Company: KPMG / Date: 06/2024 - 10/2024
Confidentiality Notice
Due to the confidential nature of this project, specific details and visuals cannot be shared. The following overview summarizes my role and design approach at a high level.
The Product
A dual-view client portal for KPMG, built on SharePoint, designed to streamline collaboration between clients and internal teams. The Client POV enables users to manage their contracted services, such as audits, tax projects, and advisory engagements, while the Management POV supports internal teams with oversight, coordination, and delivery management tools.
The Problem
KPMG teams and clients were relying on multiple disconnected systems and manual processes to manage engagements, exchange information, and track progress. This fragmentation resulted in poor visibility, inconsistent communication, and inefficient workflows across departments and clients.
The Goal
To create a cohesive and intuitive digital environment that consolidates services, improves transparency, and enhances efficiency for both clients and internal management — ensuring a consistent, professional, and user-friendly experience within KPMG’s digital ecosystem.
KEY PROCESS HIGHLIGHTS
User & Stakeholder Research: Conducted interviews with employees from various departments to understand the internal organization, workflows, and communication dynamics. These sessions revealed how teams interacted with clients and what obstacles they faced in daily operations, helping shape the foundation of the platform’s functionality and structure.
Personas & Empathy Maps: Developed detailed personas and empathy maps representing both client and internal users. This stage helped articulate user goals, pain points, and motivations, providing a shared understanding among stakeholders and ensuring that design decisions stayed aligned with real user needs.
User Journey Mapping: Created user journey maps to visualize the interactions and emotional experiences of both user types across their engagement lifecycle. This exercise was key to identifying pain points, redundant steps, and opportunities for process optimization.
Service Blueprinting: Designed a comprehensive service blueprint that illustrated how front-stage (client) and back-stage (management) processes connected. This helped align the two perspectives, revealing dependencies, responsibilities, and areas for automation or simplification.
Information Architecture: Used card sorting sessions to explore how users categorized and prioritized information. Based on these insights, a clear and scalable sitemap was defined, ensuring logical navigation and a consistent content hierarchy adapted to desktop use.
Experience Design: Created low- and mid-fidelity wireframes and interactive prototypes in Figma to visualize user flows and test navigation concepts. The focus was on balancing information density, visual clarity, and accessibility within a desktop environment.
Validation & Collaboration: Collaborated closely with business and technical teams to review, iterate, and validate design hypotheses. Regular feedback sessions ensured alignment with business goals, compliance standards, and the SharePoint-based technical framework.
Documentation & Handoff: Maintained detailed documentation of design processes, decisions, and specifications. This ensured transparency across teams and provided a reliable reference for future iterations, scalability, and onboarding of new contributors.
Tools used
Figma
SharePoint
AG Grid
Excel
PowerPoint
Word
Methodologies used
Visual Design
Accessibility
WAI
Responsive Design
UX/UI
User-Centered Design