Client experience · 1 min read
Why clients ignore portals, and what makes them log in
Portals fail when they ask for effort before they give anything back. Three habits that change that.
A portal is a promise: upload here and your return moves. Clients test that promise on the first visit. If the first screen is a password form and a blank folder, they go back to email.
Show progress before asking for anything
The first thing a client should see is where their return stands — booked, documents, review, approval, filed — and the one next action. Progress is the reason to come back.
Ask only for what this return needs
A checklist built from the client's own intake answers is short, and short lists get finished. When an upload is recognized and ticks itself off, the client sees the portal working for them.
Speak the client's language
In Central Florida that means English, Spanish and Haitian Creole, chosen per client and carried into every reminder. A reminder the client can't read is a reminder that didn't happen.
