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B2B & Services

Customer Portal, Rebuilt

A slow, dated self-service portal replaced incrementally, with the old one still serving customers until each new page has earned its traffic.

To first release
2 weeks
Cutover
Page by page
Built with
  • TypeScript
  • Next.js
  • Node.js
  • PostgreSQL
  • Playwright

The problem

Self-service portals decay quietly. The interface dates, the pages get slower, and customers work around it by phoning someone, which moves the cost from software to headcount. A full rebuild is the obvious answer and the one nobody approves, because it means a year of work before anything improves and a single switchover at the end.

How we would sequence it

  1. 01Instrument the current portal to find which journeys carry the traffic and which lose people
  2. 02Rebuild the highest-value journey first and route only that path to the new stack
  3. 03Run old and new side by side behind one URL, so customers never see a migration
  4. 04Move a page at a time, measuring completion and support contacts after each
  5. 05Retire the old portal only once nothing meaningful still routes to it

This solution describes our method for a class of problem. It is not a record of a completed client engagement, and the figures above are scope estimates rather than measured results.

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