Explore the unique digital transformation challenges with real world examples of how to understand your customer and their journey

1. Integrating Portal Technologies to Build a
Customer-Centric Experience
Brian Caauwe
IT Pro Manager

2. Topics of Discussion
• Portal Technologies
• Personas
• Show & Tell

3. Quick Poll
Work Roles
IT Director
Analyst
Administrator
Developer
User
Other
What does “Portal” mean to you?

4. “Portal”
• Slightly Ambiguous

5. Portal Definition (ˈpȯr-təl)
1: door, entrance; especially : a grand or imposing one
2: the whole architectural composition surrounding and
including the doorways and porches of a church
3: the approach or entrance to a bridge or tunnel
4: a communicating part or area of an organism; specifically
: the point at which something (as a pathogen) enters the
body
5: a site serving as a guide or point of entry to the World
Wide Web and usually including a search engine or a
collection of links to other sites arranged especially by topic

6. Portal Technologies

7. Who is YOUR customer?
Purchases your
product / service
Signs your
paycheck
Distributes your
product / service
Uses your
Works for you You work for
product / service

9. Fred – The Factory Worker
Tasks
News Links People
Search Documents
Model
PC Mobile
Medium
Email Phone
Social
SOCIAL SAVVY
1 10
TECH SAVVY
1 10
OPTIMISM
1 10

10. Factory Worker Portal

12. Steve – The Supervisor
Tasks
Tasks Links Forms
Search Reports
Model
Laptop Mobile
Medium
Email Phone
Meetings
SOCIAL SAVVY
1 10
TECH SAVVY
1 10
OPTIMISM
1 10

13. Supervisor Portal

15. Elizabeth – The Executive
Tasks
Reports Spreadsheets Links
Presentations
Model
Mobile Tablet Laptop
Medium
Email Phone
Meetings Social
SOCIAL SAVVY
1 10
TECH SAVVY
1 10
OPTIMISM
1 10

16. Executive Portal

17. Q & A
You’ve got questions, we’ve got answers