Customer Portal
by GardaWorld
A self-service portal that lets clients see the security service they're paying for — reports, requests, and coverage — without picking up the phone.
TL;DR
- Gave clients one place to view incident reports, request services, and track coverage across sites.
- Cut routine support calls by moving the most common requests to self-service.
- Role
- Lead Product Designer
- Platform
- Web
- Tools
- Figma
GardaWorld's clients had no window into the service they were paying for — every report, request, or question went through an account manager. The Customer Portal gives clients direct, self-serve access to their security operations across web and mobile. I led the design from information architecture through the shipped UI.
Turning account-manager phone calls into self-service
- 01
Discover
Mapped the top reasons clients called their account manager. The majority were simple, repeatable lookups — 'what happened last night?' and 'can you add a patrol?'
- 02
Define
Prioritized the handful of jobs that drove the most calls: view reports, request a service, and monitor coverage. Designed the IA around those, not the org chart.
- 03
Explore
Prototyped dashboards for multi-site clients, testing how to summarize activity without burying the one thing they came to check.
- 04
Materialize
Delivered a responsive, accessible system that works for a single-site client and a national account alike, reusing the broader product's design language.
Fewer calls, more transparency
−40%
routine support calls
24/7
self-serve access
Multi-site
in one view
Clients gained transparency into their service, and account managers were freed from repetitive lookups to focus on relationships.
