Why the Look and Feel of Your Self-Service Portal Matters


Most companies already recognize the importance of aesthetics and user experience in their corporate websites, as they are key to winning new business. What can often get overlooked is that a self-service portal is essentially an extension of the website. A self-service portal is all about servicing and retaining business, both key factors for any company. Let’s what elements impact the look and feel of your self-service portal and how they can have serious impacts on the health of your business.

self service portal home page screen capture


A self-service portal is the “shop window” for any service management team’s customers. This can include internally or externally supported users. It represents your professionalism, branding and competence in dealing with your customer’s queries and issues and, as an important customer service touchpoint, is paramount to starting the process off on the right foot.

A self-service portal is meant to provide a stellar customer experience to your end-users, reduce the total number of inbound service calls and ease the load on your team so you have more time to resolve issues and close tickets.

When your portal looks and feels completely foreign to your brand, it’s unlikely to achieve any of this. At Vivantio, we work with hundreds of service desks who manage a self-service portal. From that experience, we’ve long recognized the value of self-service modules and how the design elements within have an impact on the overall service experience for an end-user. It’s important to account for organizational branding elements like photos and colorways. You also will probably need to make small visual tweaks to your portal design such as color changes in select areas or the addition of a company logo.

With the right tools in place, your service team can control your portal’s look and feel.

monitor and laptop showing the self service portal login page


A great self-service portal provides value not only to your business but, perhaps more importantly, to your customers. It can provide users with a central location where they can research their own problems with rich content like self-help guides, videos, and FAQs. Your users can also see the status of services, all under the umbrella of your company’s unique branding.

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