This multinational technology company is one of the largest of its kind in the world and is listed on the Fortune 500. It serves a global customer base in 180 countries and has extensive R&D and manufacturing operations worldwide.

CHALLENGE

‍

The organization’s self-service portal was failing to deliver on its core promise: reducing reliance on customer support.

A poor user experience, combined with limited visibility into how users were interacting with the platform, led to frustration, low adoption, and an increase in support requests.

As a result, customer support teams were overwhelmed with avoidable inquiries, driving up operational costs and reducing overall efficiency.

• Inefficient self-service experience driving higher support call volumes
• Lack of visibility into user behavior and pain points
• Low adoption due to unintuitive interface and navigation
• Increased strain on customer support resources
• Limited ability to continuously improve the user experience

‍

SOLUTIONS

‍

Aligned Automation implemented a data-driven optimization strategy to transform the self-service experience.

By leveraging advanced analytics to understand how users interacted with the portal, the team identified friction points and redesigned the interface to be more intuitive and user-centric.

The solution also introduced a continuous feedback loop, enabling ongoing improvements based on real-time user behavior and insights.

Key capabilities included:

• Data-driven analysis of user interactions to identify usability gaps
• UI/UX redesign focused on simplicity, clarity, and ease of navigation
• Continuous feedback mechanisms to capture user input and behavior
• Real-time insights to guide ongoing enhancements
• Scalable framework for continuous experience optimization

‍

What Changed

The portal evolved from a friction-heavy interface into an intuitive, self-sustaining digital experience.

Users can now resolve issues more independently, reducing reliance on support teams, while the organization benefits from improved efficiency and a continuously improving user experience.