Client portals are one of the first ways most clients interact with a business or organization, and their experience can greatly influence their perception of the company. For this reason, it’s important to troubleshoot these common issues to create a seamless and user-friendly experience.
Lacking or Ignoring a Governance Model
Large or complex businesses typically find it difficult to keep files organized across departments. Determining which individuals and departments are responsible for which elements of the client portal can be tricky, and a governance model becomes necessary. A governance model can outline and assign different portions of the portal to the right departments, making it clear who is responsible for which elements if a problem should arise.
The Portals Are Outdated
Because the internet is constantly changing and evolving, clients will likely expect the same innovative technological advancements from the portals they use. Having a portal that runs quickly and has a modern aesthetic helps to build trust with clients. This is why it’s crucial to ensure the portal is constantly updated in both content and interface. Be sure to clear any outdated or inaccurate information and place commonly used tools, calculators, and documents in easy-to-locate areas of the portal.
Prospective Clients Aren’t Trained
No matter how clear-cut a client or patient portal may seem, some users will always find it confusing or challenging. The best way to overcome this problem is by including a short tutorial or guide that is displayed for every new client when they begin using the portal. It’s equally important to train members of the organization on exactly how to use the portal so that they can answer any questions that may arise.
Organizations Overlook the End User
The developers creating the portal are likely to have technological skills that are far and above the average client or user. They may spend great deals of time focusing on the back-end of the portals without ever considering the experience of the end user. Understanding the end user’s experience is one of the most important parts of having a successful client portal, as the portal serves as a bridge between the end user and the organization. Accumulate practicable information about end users by sending surveys to advisors, conducting focus groups, and interviewing prospective or current clients to determine what is important to them and their experience.
The right client portal should make a user feel comfortable and efficient. At Susco, we rely on a transparent development process to enhance the client’s and the organization’s experience. To learn more about our client portal development services, call us at (504) 264-9343 today.