We developed the Magicard support portal in early 2014 for Ultra ID, a division of Ultra Electronics. It provides a comprehensive support resource for owners of their industry-leading range of high security ID card printers.
Through a series of user-centred workshops with key stakeholders in Marketing, Sales and Customer Support, we sketched out the ideal customer support journeys. These journeys were split into a programme of agile sprints, successively delivering features, building into the completed solution.
Through in-sprint product reviews, we identified refinements to the business processes and user experience. These improvements were incorporated into the following sprint, delivering weekly drops and keeping the momentum high through a complex project with many stakeholders.
Technically, the delivered solution is in two parts: custom workflows and schemas implemented in Salesforce/ServiceCloud and a web portal securely integrated with the object repository through web services.