Research
We interviewed customers, support agents and sales staff to map the journeys that mattered most and prioritise features by pain and value.
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Manufacturing · Digital Front Door
Site & customer portal
A customer portal for orders, documentation and after-sales support alongside a new institutional site, giving partners and end clients one coherent digital front door.
The challenge
Two disconnected faces of the same business
The company's institutional site was outdated, hard to update and no longer reflected the brand. Meanwhile, customers and distributors had to call or email for order status, invoices, manuals and warranty information.
Support teams were buried in repetitive requests that could have been self-served. The sales team also lacked a modern channel to showcase products and capture new leads.
- Outdated site that was difficult to maintain
- No self-service access to orders or documents
- High volume of repetitive support requests
- Weak online presence for new customer acquisition
Our process
One platform, two audiences, built in parallel
Design
A shared design system was created for the public site and the private portal, so the brand feels consistent whether a visitor is browsing or logged in.
Build
We integrated the portal with the ERP for live order data, built a document library with search, and gave the marketing team a CMS they could manage alone.
Launch
A phased rollout started with a pilot group of key customers, then expanded to all users with training videos and a feedback loop.
Achievements
Less manual support, stronger brand presence
"Humode's communication is their real strength. Every week we knew exactly what was in progress, what was blocked and who owned the next step. That discipline made the whole project feel predictable."
Operations Director
Manufacturing company