Kickoff — customer portal redesign, Brightwater Freight
Client and agency agreed the goals, scope and team for the customer portal redesign, set three milestones and named the ERP interface as the main risk.
Summary
Hannah explained why the portal is being redesigned: shipment tracking questions make up the largest share of support calls, and customers cannot download invoices themselves. The goal is to cut tracking-related calls by 30% within six months of launch. The agency presented its plan; the team agreed the scope for the first release and moved the mobile app and the ERP integration to a later phase. Olivia warned that the ERP documentation is incomplete and that IT has limited time in December. Hannah will be the single approver for designs.
Participants
- Hannah Cole — head of customer service, project sponsor
- Marco Bianchi — project manager, agency
- Yuki Tanaka — UX designer, agency
- Ravi Kumar — lead developer, agency
- Olivia Grant — IT, Brightwater Freight
Agenda
- Why the portal is being redesigned
- Goals and success criteria
- Scope of the first release
- Team and responsibilities
- Timeline and risks
Decisions
- Hannah Cole is the single approver for designs.
- Weekly status call every Tuesday at 10:00.
- The mobile app and the ERP integration move to phase 2.
Action items
| Owner | Task | Due |
|---|---|---|
| Olivia Grant | Send the current ERP API documentation to the agency | By Friday |
| Yuki Tanaka | Schedule the discovery workshops with the customer service team | This week |
| Marco Bianchi | Share the project plan and the risk log | Before the first status call |
Goals and success criteria
- Cut support calls about shipment tracking by 30% within six months of launch.
- Customers download invoices themselves, without contacting support.
- Launch before the next peak season.
In scope / out of scope
- In scope: shipment tracking, invoice download, account settings.
- In scope: single sign-on with the existing customer accounts.
- Out of scope: the mobile app (phase 2).
- Out of scope: integration with the new ERP system (phase 2).
Roles and responsibilities
| Person | Role / responsibility |
|---|---|
| Hannah Cole | Sponsor; approves designs and scope changes |
| Marco Bianchi | Project manager; plan, budget, weekly status |
| Yuki Tanaka | UX research and design |
| Ravi Kumar | Technical lead and development |
| Olivia Grant | Access to client systems, ERP and single sign-on |
Milestones
| Milestone | Date |
|---|---|
| Discovery workshops completed | Friday 27 November |
| Clickable prototype approved | Friday 18 December |
| Beta for 20 selected customers | Friday 12 February |
| Public launch | - |
Risks and dependencies
- The ERP API documentation is incomplete; the tracking data depends on it.
- Client IT has limited availability in December.
- Single sign-on depends on the identity provider’s test environment.
Next meeting
Tuesday 1 December, 10:00 — first weekly status call.