Customer Portal Modernization
Replacing a legacy customer account portal (last redesigned 2014) with a modern self-service experience. Customers should be able to manage their accounts, view billing history, update payment methods, and resolve common issues without contacting support. Current portal drives ~40% of inbound support tickets for tasks customers should be able to do themselves.
4
Objectives
9
Requirements
5
Stakeholders
3
Constraints
3
Systems
4
Risks
8
Gap Findings
27
Trace Links
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Requirements Intelligence
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