Modernizing a revenue-critical customer portal one journey at a time
A strangler-pattern rebuild improved performance and release frequency without forcing customers through a disruptive platform switch.
The situation
A customer portal carried most service volume but shared a brittle monolith with back-office workflows and released only once per quarter.
The constraint
Customer sessions and history had to persist across old and new experiences, and support teams needed one coherent operational view.
The approach
We designed the program around operational continuity and evidence. Each release had to prove it was at least as safe and understandable as the process it replaced.
Created an identity and navigation shell around both platforms.
Extracted the highest-change customer journey first.
Moved cohorts after behavioral analytics and support telemetry agreed.
What shipped
- A shared experience shell and design system
- Versioned customer and case APIs
- Unified observability across old and new journeys
The results
3x
deploy frequency
58%
faster key journey
0 hrs
planned downtime
“Customers got a faster product while the old platform quietly became smaller.”
Representative Chief Product Officer