← Product experiments
02 / Product Study 02Version / v0.2Status / Concept
Customer Self-Service Portal
Interface & architecture concept
A portal that lets customers see their own data and complete routine requests without writing an email.
01 / Problem, user, idea
Problem
ContextRoutine questions — documents, status, changes — arrive as unstructured messages and are answered manually.
User
AudienceCustomers of a service business, plus the support team that currently retypes their requests.
Product idea
DirectionAccounts, permissions and structured request forms, connected to the same records the internal team uses.
02 / Architecture & workflow
Architecture
Technology-neutral- FRONTEND — authenticated customer interface
- API — request and document endpoints
- APPLICATION LOGIC — validation, entitlements, request states
- DATABASE — accounts, requests, documents, history
- INTEGRATIONS — notifications, document generation
Workflow
Items / 5- 01Customer signs in
- 02Structured request submitted
- 03Validation and routing
- 04Internal handling with full history
- 05Customer notified and record closed
Interface
Items / 3- 01Empty states that explain the next action
- 02One request form per intent, no generic contact box
- 03Readable document history with versions
03 / Potential evolution
Next / 01
RoadmapPartner access levels
Next / 02
RoadmapIn-portal messaging
Next / 03
RoadmapUsage-based reporting
Conceptual product study — no client, no delivered system implied.
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