Project Proposal: Customer Portal Redesign

Prepared by: Priya Nair, Product Lead
Prepared for: Executive Team
Date: July 12, 2026
Version: 1.0

Executive Summary

We propose a full redesign of the customer portal to reduce support load and improve retention. The current portal has a dated interface and a confusing navigation structure that drives avoidable support tickets. A modern, task-focused redesign will make self-service easier and free up the support team for higher-value work.

Problem

Customer feedback and support data point to three recurring issues:

• Users cannot find billing and account settings without contacting support.
• The portal is not usable on mobile, where 45 percent of traffic now comes from.
• Page load times average over four seconds, leading to drop-off.

These problems cost the team an estimated 30 hours of support time each week.

Proposed Solution

Rebuild the portal as a fast, mobile-first web application with a clear information architecture. Group related tasks, surface the most common actions on the home screen, and rewrite help content to match how users actually search.

Scope

In scope

• Redesigned dashboard, billing, and account pages
• Mobile-responsive layouts across all portal views
• A rewritten in-app help center

Out of scope

• Changes to the underlying billing system
• Native mobile applications
• Third-party integrations

Timeline

Phase	Duration	Deliverable
Discovery	2 weeks	Research findings and user flows
Design	3 weeks	Final mockups and prototype
Development	6 weeks	Working portal in staging
Testing and launch	2 weeks	Production rollout

Total estimated duration: 13 weeks.

Budget

Item	Cost (EUR)
Design (3 people)	18,000
Development (4 people)	42,000
QA and testing	8,000
Contingency (10%)	6,800
Total	74,800

Success Metrics

• Reduce portal-related support tickets by 40 percent within three months.
• Improve mobile task completion rate from 55 to 85 percent.
• Bring average page load time under two seconds.

Next Steps

Approve the proposal and confirm the budget so discovery can begin the week of July 21. We will share weekly progress updates throughout the project.