Scope a customer portal around a complete customer task
CodeAstra Tech · Engineering decision guide
Start with the problem
A portal should remove a specific customer dependency on your team. Choose a task such as submitting a request or checking a document, rather than starting with a long feature list.
Define the scope
For a request portal, define account access, the submission form, status transitions, customer notifications and the response workflow for staff.
Check the failure cases
Test whether one customer can ever see another customer’s documents. Include revoked access, shared organisations and incorrectly addressed notifications in the acceptance checks.
Make the decision
Release the core workflow before adding chat, billing or analytics. Measure requests completed without manual intervention, not just logins.