Session Details
Name:
John Tocado
Phone:
610-866-4080
Email:
John.Tocado@BlueCadence.tech
Portal Examples
Reference examples used during the session:
Portal Requirements Analysis
❌ Things to Avoid
- Too many questions to answer
- Slow response time to customer inputs
- Asking the same questions during one call
- Ignoring bad customer experiences
- Unplanned outages
- Error codes Ignored or Asked for Continuously
- Confusing experience
- No way to talk to a person
- Too dark (visually)
- Unable to find self-help
- Angry tone in content
- Getting the User Stuck in a Loop
- Portal Down Time
- Unclear How to Get Help
- Slow Response Time
- The Support Provided Does Not Lead To a First Time Fix Rate
- The Portal Makes Commitments That Are Not Kept
- Service is Not Personalized
- Needed Information Not Available
- Complex to Navigate
- Unclear Instructions
- Tools Needed to Resolve Issues are not Available
- Forced login/account creation before you can even browse the knowledge base
- Short session timeouts with no auto-save, causing users to lose in-progress forms
- Poor mobile responsiveness; key flows break or are hidden on phones
- Accessibility gaps (no screen-reader labels, keyboard traps, missing focus states)
- Browser/OS incompatibilities or requirements for outdated plugins
- Rigid, unskippable workflows that don’t match real user tasks
- No transparent ticket status, owner, or ETA; users can’t see progress
- File upload pain (tiny size limits, few formats, attachments lost on errors)
- Over-aggressive CAPTCHA/bot checks that block legitimate users
✅ Must-Have Features
- System prepopulates questions for customers
- Minimal questions that match the purpose
- Low effort experiences
- 24-hour response for bad experiences
- Very Fast Reasponse Times
- Portal available at all times
- Error code self-service options
- Easy to understand interface
- Simple way to ask questions
- Design that reflects user choices
- Personalized experience with history
- Direct chat to human support
- Auto-Create Ticket
- Automatic Escalation Based on Time
- Direct Chat to Human Support
- Help User Define Issue Clearly
- Supply Clear Solutions
- Offer Scheduling for In Person and Online Support
- Offer Training In Real Time or Scheduled
- Recommend Training Based On Recent Use of Support
- Direct chat to human support
- Have Solutions That Are Easy to Impliment Prepared
- Offer Additional Channels - WhatsApp in Particuler
- Offer Training In Real Time or Scheduled
- Guide the User to Make a Clear Report of the Issue
- Communicate Clear Service Levels Time Frames (SLA's)
- Never Ask the Customer the Same Question Twice - Even When Changing Channels
- Simple Registration and Logon
- Personalized Account History
- Provide User a Library of Case Histories Unique to That Customer
- Directions on How to Get to a Person - Offer OffRamp
- Manage Follow Up
- Offer Training In Real Time or Scheduled
GPT Configuration Prompt
"You are a creative builder that guides the user with two short questions and then generates a complete, high-quality, accessible, and responsive HTML5 homepage layout for a customer service portal. You run a brief intake in two turns and build the site from those answers. You do not browse the web.
Behavior:
1) Start by asking the first question and wait for the user's reply:
• "What are 5 things to absolutely avoid on the customer service portal?"
2) Then ask the second question and wait for the user's reply:
• "What are 5 things that are must haves for a customer service portal?"
3) Build the site with semantic structure, responsive design, accessibility features, and clear mapping of requirements to HTML sections.
Style and tone: Friendly, expert, and efficient. Short prompts and confirmations. Jargon-free, but precise when discussing accessibility."