E-portal 2.0
E-portal 2.0
E-portal 2.0
b2b operations
b2b operations
b2b operations
enterprise ux
enterprise ux
enterprise ux
150+ screens, 11 roles, one design language held consistent
150+ screens, 11 roles, one design language held consistent
150+ screens, 11 roles, one design language held consistent
Modernizing a complex B2B platform without losing the business logic behind it.
Modernizing a complex B2B platform without losing the business logic behind it.
Role
UX Designer
UX Designer
Timeline
2022 - 2024
2022 - 2024
Team Size
1 Designer, 2 Business Analysts, 1 Project Manager
1 Designer, 2 Business Analysts, 1 Project Manager
Platform
Web
Web
Role
UX Designer
Team Size
1 Designer,
2 Business Analysts,
1 Project Manager
Timeline
2022 - 2024
Platform
Web
The context
Redesigning a dealer-network operations platform for 11 user roles
Redesigning a dealer-network operations platform for 11 user roles
E-Portal 2.0 is the platform Europ Assistance uses to run its dealer network: onboarding dealerships, selling roadside-assistance and warranty policies, managing certificates, tracking sales against targets, and resolving requests between dealers and the internal team.
E-Portal 2.0 is the platform Europ Assistance uses to run its dealer network: onboarding dealerships, selling roadside-assistance and warranty policies, managing certificates, tracking sales against targets, and resolving requests between dealers and the internal team.
My role was to replace a legacy system that couldn't automate the processes the business needed.
My role was to replace a legacy system that couldn't automate the processes the business needed.
Core Responsibilities
Design ideation
Design ideation
Design iteration
Design iteration
Interaction Design
Interaction Design
Role-based experience design
Role-based experience design
The context
Redesigning a dealer-network operations platform for 11 user roles
Redesigning a dealer-network operations platform for 11 user roles
Redesigning a dealer-network operations platform for 11 user roles
Core Responsibilities
Design ideation
Design iteration
Interaction Design
Role-based experience design
E-Portal 2.0 is the platform Europ Assistance uses to run its dealer network: onboarding dealerships, selling roadside-assistance and warranty policies, managing certificates, tracking sales against targets, and resolving requests between dealers and the internal team.
E-Portal 2.0 is the platform Europ Assistance uses to run its dealer network: onboarding dealerships, selling roadside-assistance and warranty policies, managing certificates, tracking sales against targets, and resolving requests between dealers and the internal team.
My role was to replace a legacy system that couldn't automate the processes the business needed.
150+
150+
150+
Screens designed
Screens designed
Screens designed
11
11
11
Final Roles
Final Roles
Final Roles
2+
2+
2+
years in project length
years in project length
years in project length
What was the product about?
What was the product about?
industry
Vehicle Insurance
Vehicle Insurance
Roadside assistance
Roadside assistance
Product Type
Web based B2B operations platform
Web based B2B operations platform
User Base
Internal business & admin team
Internal business & admin team
Dealership & Sales Team
Dealership & Sales Team
Client company managers
Client company managers
The brief
Simplify the system without loosing the business logic
Simplify the system without loosing the business logic
E-Portal 2.0 needed to modernize the existing experience while continuing to support the business rules behind sales, policies, dealerships, permissions and operational processes.
E-Portal 2.0 needed to modernize the existing experience while continuing to support the business rules behind sales, policies, dealerships, permissions and operational processes.
My job was to turn those requirements into interfaces that were easier to understand and operate, while allowing the underlying platform to handle the more complex system behaviour.
My job was to turn those requirements into interfaces that were easier to understand and operate, while allowing the underlying platform to handle the more complex system behaviour.
Constraints & Scope
How do you keep every design move unified?
How do you keep every design move unified?
The challenge was not to create a separate product for every user. It was to establish a common design language that could adapt to different responsibilities without making the portal feel fragmented.
The challenge was not to create a separate product for every user. It was to establish a common design language that could adapt to different responsibilities without making the portal feel fragmented.
E-Portal exposed me to the operational side of digital products — permissions, dependencies, approvals, reporting and role-specific workflows.
E-Portal exposed me to the operational side of digital products — permissions, dependencies, approvals, reporting and role-specific workflows.
How I Identified the problem?
How I Identified the problem?
01
Business Requirements
Worked through requirements with the BA and project team as each module was introduced.
Worked through requirements with the BA and project team as each module was introduced.
Worked through requirements with the BA and project team as each module was introduced.
02
Design Sprints
Used design sprints and ideation to explore solutions for each new business problem.
Used design sprints and ideation to explore solutions for each new business problem.
Used design sprints and ideation to explore solutions for each new business problem.
03
Iterative Design Reviews
Refined solutions as new business constraints and role requirements surfaced.
Refined solutions as new business constraints and role requirements surfaced.
Refined solutions as new business constraints and role requirements surfaced.
What were the key observation?
What were the key observation?
01
Role-specific access
The same business area could behave differently depending on who was using it and what they were allowed to do.
The same business area could behave differently depending on who was using it and what they were allowed to do.
The same business area could behave differently depending on who was using it and what they were allowed to do.
02
Approval-driven workflows
Many tasks did not end with the user's action; verification, approval or rejection formed part of the workflow.
Many tasks did not end with the user's action; verification, approval or rejection formed part of the workflow.
Many tasks did not end with the user's action; verification, approval or rejection formed part of the workflow.
03
Requirements evolved with product
New business rules and constraints were introduced module by module rather than defined all at once.
New business rules and constraints were introduced module by module rather than defined all at once.
New business rules and constraints were introduced module by module rather than defined all at once.
The Stakeholder input
Business Requirements
Business Requirements
•
Automate the processes the legacy platform couldn't
Automate the processes the legacy platform couldn't
Automate the processes the legacy platform couldn't
•
Verify a dealership's KYC before it could start selling
Verify a dealership's KYC before it could start selling
Verify a dealership's KYC before it could start selling
•
Move client and dealer requests out of email into one tracked system
Move client and dealer requests out of email into one tracked system
Move client and dealer requests out of email into one tracked system
Stakeholder Needs
Stakeholder Needs
•
Business analysts: designs that fit the development team's template, so modules could ship
Business analysts: designs that fit the development team's template, so modules could ship
Business analysts: designs that fit the development team's template, so modules could ship
•
Processing team: everything needed to decide a request, in one view
Processing team: everything needed to decide a request, in one view
Processing team: everything needed to decide a request, in one view
•
Dealers: a way to sell, raise requests and track them without chasing the team
Dealers: a way to sell, raise requests and track them without chasing the team
Dealers: a way to sell, raise requests and track them without chasing the team
Building for Scale
Building for Scale
Building for Scale
A modular design system that maintained consistency across 150+ screens
A modular design system that maintained consistency across 150+ screens
Component Library
Data Table
Data Table
Pop - ups
Pop - ups
Status Badge
Status Badge
Progression
Progression
Data Card
Data Card
Interaction Architecture Patterns
From Complexity to Clarity
From Complexity to Clarity
From Complexity to Clarity
The design approach centered on three principles that cut through the system complexity:
The design approach centered on three principles that cut through the system complexity:
01
MAKE STATUS AND CHANGE VISIBLE
Automated checks, human approvals and requested edits each get their own visible state, so nobody mistakes "pending" for "done" or has to compare records by hand.
Automated checks, human approvals and requested edits each get their own visible state, so nobody mistakes "pending" for "done" or has to compare records by hand.
Automated checks, human approvals and requested edits each get their own visible state, so nobody mistakes "pending" for "done" or has to compare records by hand.
02
REVEAL DETAIL WHEN IT'S NEEDED
Users pick a category, scope or section first, and the interface shows only what's relevant to that choice instead of everything at once.
Users pick a category, scope or section first, and the interface shows only what's relevant to that choice instead of everything at once.
Users pick a category, scope or section first, and the interface shows only what's relevant to that choice instead of everything at once.
Core Challenges
Core Challenges
Core Challenges
Certificate Details
Certificate Details
The Challenge
The Challenge
Load of Information
Policy information contained multiple categories of details that needed to be reviewed. Presenting everything at once would increase the amount of information users had to process, making it harder to scan and understand.
Policy information contained multiple categories of details that needed to be reviewed. Presenting everything at once would increase the amount of information users had to process, making it harder to scan and understand.
Design Response
Information Hierarchy
Information Hierarchy
Grouped related policy details into meaningful sections
Grouped related policy details into meaningful sections
Reduced the amount of information users needed to process at one time
Reduced the amount of information users needed to process at one time
Created a clearer hierarchy for reviewing policy information
Created a clearer hierarchy for reviewing policy information
The Challenge
Load of Information
Policy information contained multiple categories of details that needed to be reviewed. Presenting everything at once would increase the amount of information users had to process, making it harder to scan and understand.
Design Response
Information Hierarchy
Grouped related policy details into meaningful sections
Reduced the amount of information users needed to process at one time
Created a clearer hierarchy for reviewing policy information
Ticketing System
Lifecycle
The Challenge
The Challenge
User Task
Raise a ticket by selecting the relevant module and providing the information needed for review.
Raise a ticket by selecting the relevant module and providing the information needed for review.
Friction
Different request types required different details, permissions and supporting evidence, making a generic ticket form difficult to structure.
Different request types required different details, permissions and supporting evidence, making a generic ticket form difficult to structure.
Goal
Create a guided ticketing flow that adapts to the request while making submission and review easier to understand.
Create a guided ticketing flow that adapts to the request while making submission and review easier to understand.
Design Response
Guided Ticketing
Guided Ticketing
Fields follow the category.
One entry point covers seven categories (Add Sales, Wallet, Manage Users, Policy, KYC, Queries, Dealership). Choosing one adapts the issue types and the proof required, so a new category means adding options, not building a new screen.
Fields follow the category.
One entry point covers seven categories (Add Sales, Wallet, Manage Users, Policy, KYC, Queries, Dealership). Choosing one adapts the issue types and the proof required, so a new category means adding options, not building a new screen.
Reveal complexity as the request becomes specific.
Reveal complexity as the request becomes specific.
Adapt fields and evidence to the selected module.
Adapt fields and evidence to the selected module.
Use timelines and change highlights to keep request status clear.
Use timelines and change highlights to keep request status clear.
Lifecycle
The Challenge
User Task
Raise a ticket by selecting the relevant module and providing the information needed for review.
Friction
Different request types required different details, permissions and supporting evidence, making a generic ticket form difficult to structure.
Goal
Create a guided ticketing flow that adapts to the request while making submission and review easier to understand.
Design Response
Guided Ticketing
Fields follow the category.
One entry point covers seven categories (Add Sales, Wallet, Manage Users, Policy, KYC, Queries, Dealership). Choosing one adapts the issue types and the proof required, so a new category means adding options, not building a new screen.
Reveal complexity as the request becomes specific.
Adapt fields and evidence to the selected module.
Use timelines and change highlights to keep request status clear.
KYC Onboarding
KYC Onboarding
The Challenge
The Challenge
User Task
Review submitted dealership information and supporting documents.
Review submitted dealership information and supporting documents.
Friction
Verification required the manager to inspect multiple document types and determine whether the submitted information was valid.
Verification required the manager to inspect multiple document types and determine whether the submitted information was valid.
Goal
Create a repeatable verification flow that makes document review faster and clearer.
Create a repeatable verification flow that makes document review faster and clearer.
Design Response
Scalability
Scalability
One pattern, four document types
Enter details, upload proof, verify, approve — the same interaction extended across PAN, GST, bank details and signatory ID, adapting the fields required without changing how review behaves.
One pattern, four document types
Enter details, upload proof, verify, approve — the same interaction extended across PAN, GST, bank details and signatory ID, adapting the fields required without changing how review behaves.
Verification and approval kept separate.
Automated checks against NSDL, GST and UIDAI resolve instantly; human sign-off is a distinct state. "Pending for Approval" never reads as finished.
Verification and approval kept separate.
Automated checks against NSDL, GST and UIDAI resolve instantly; human sign-off is a distinct state. "Pending for Approval" never reads as finished.
Status visible before opening anything
A completion count and per-document tag let a reviewer see where a dealership stands without inspecting each document individually.
Status visible before opening anything
A completion count and per-document tag let a reviewer see where a dealership stands without inspecting each document individually.
The Challenge
User Task
Review submitted dealership information and supporting documents.
Friction
Verification required the manager to inspect multiple document types and determine whether the submitted information was valid.
Goal
Create a repeatable verification flow that makes document review faster and clearer.
Design Response
Scalability
One pattern, four document types
Enter details, upload proof, verify, approve — the same interaction extended across PAN, GST, bank details and signatory ID, adapting the fields required without changing how review behaves.
Verification and approval kept separate.
Automated checks against NSDL, GST and UIDAI resolve instantly; human sign-off is a distinct state. "Pending for Approval" never reads as finished.
Status visible before opening anything
A completion count and per-document tag let a reviewer see where a dealership stands without inspecting each document individually.
Target v/s Achievement
Target v/s Achievement
The Challenge
The Challenge
Task
Users needed to evaluate performance against assigned targets.
Users needed to evaluate performance against assigned targets.
Friction
The underlying data could be retrieved automatically, but raw numbers alone wouldn't make comparison easy to interpret.
The underlying data could be retrieved automatically, but raw numbers alone wouldn't make comparison easy to interpret.
Goal
Make the gap between target vs achievement immediately scannable.
Make the gap between target vs achievement immediately scannable.
Design Response
Scannable Analytics
Scannable Analytics
Visual comparison
Used the graph to show the relationship between target and actual achievement over time.
Visual comparison
Used the graph to show the relationship between target and actual achievement over time.
At-a-glance summary
Added the right-side infographic/summary so the user doesn't have to interpret the entire graph to understand the current result.
At-a-glance summary
Added the right-side infographic/summary so the user doesn't have to interpret the entire graph to understand the current result.
Progressive detail
Let users define the relevant scope first, then surface the visual analysis rather than presenting everything by default.
Progressive detail
Let users define the relevant scope first, then surface the visual analysis rather than presenting everything by default.
The Challenge
Task
Users needed to evaluate performance against assigned targets.
Friction
The underlying data could be retrieved automatically, but raw numbers alone wouldn't make comparison easy to interpret.
Goal
Make the gap between target vs achievement immediately scannable.
Design Response
Scannable Analytics
Visual comparison
Used the graph to show the relationship between target and actual achievement over time.
At-a-glance summary
Added the right-side infographic/summary so the user doesn't have to interpret the entire graph to understand the current result.
Progressive detail
Let users define the relevant scope first, then surface the visual analysis rather than presenting everything by default.
Other Challenges
Other Challenges
Other Challenges
RSA Sales
RSA Sales
Reusable Reporting
Reusable Reporting
Reusable Reporting
Extended the same comparison, summary and filtering patterns across client-wise and dealer-wise sales views.
Extended the same comparison, summary and filtering patterns across client-wise and dealer-wise sales views.
Extended the same comparison, summary and filtering patterns across client-wise and dealer-wise sales views.
Create Product
Create Product
Progressive Configuration
Progressive Configuration
Progressive Configuration
Structured product creation into focused steps across vehicle, customer, product and payment.
Structured product creation into focused steps across vehicle, customer, product and payment.
Structured product creation into focused steps across vehicle, customer, product and payment.
What happened?
Final Designs
Final Designs
Final Designs
Manager Roles
Manager Roles
Business Head (BH)
Drives strategy, operations, and alignment with business goals.
Drives strategy, operations, and alignment with business goals.
Drives strategy, operations, and alignment with business goals.
Business Development Manager (BDM)
Leads client acquisition, onboarding, and sales growth
Leads client acquisition, onboarding, and sales growth
Leads client acquisition, onboarding, and sales growth
Dealership Manager (DM)
Manages dealership operations, KYC, sales, and product information.
Manages dealership operations, KYC, sales, and product information.
Manages dealership operations, KYC, sales, and product information.
Dealer Sales Person (DSP)
Manages sales data, certificates, and performance targets.
Manages sales data, certificates, and performance targets.
Manages sales data, certificates, and performance targets.
Client Company Manager (CCM)
Manages users, dealership operations, and client-side reporting.
Manages users, dealership operations, and client-side reporting.
Manages users, dealership operations, and client-side reporting.
Localized Roles
Localized Roles
National Manager (NM)
Regional performance & national targets
Regional performance & national targets
Regional performance & national targets
Zonal Manager (ZM)
Multi-region sales & operations
Multi-region sales & operations
Multi-region sales & operations
Regional Manager (RM)
Regional sales, dealers & client relationships
Regional sales, dealers & client relationships
Regional sales, dealers & client relationships
Localized Roles
Localized Roles
Super admin
Platform settings, roles & access
Platform settings, roles & access
Platform settings, roles & access
Admin
Portal operations, products & users
Portal operations, products & users
Portal operations, products & users
team Members
Dealership, sales & reporting
Dealership, sales & reporting
Dealership, sales & reporting
Shipped & Continued
Shipped & Continued
Shipped & Continued
~90%
of the original BRD requirements made it into the final product, with the role model and scope evolving during the project.
of the original BRD requirements made it into the final product, with the role model and scope evolving during the project.
At the end of 2024, I co-wrote the platform's user manuals with one of the business analysts, used to onboard both existing and new users.
At the end of 2024, I co-wrote the platform's user manuals with one of the business analysts, used to onboard both existing and new users.
Impact and Influence
Impact and Influence
Impact and Influence
Adopted across all 11 roles
Adopted across all 11 roles
The platform went live for every role in the final model, replacing the legacy system.
The platform went live for every role in the final model, replacing the legacy system.
The platform went live for every role in the final model, replacing the legacy system.
Carried into TravelCare
Carried into TravelCare
According to a business analyst on the project, the structural thinking behind E-Portal was reused in TravelCare, another in-house product.
According to a business analyst on the project, the structural thinking behind E-Portal was reused in TravelCare, another in-house product.
According to a business analyst on the project, the structural thinking behind E-Portal was reused in TravelCare, another in-house product.
Trusted with HomeCare
Trusted with HomeCare
On the strength of this work, I was asked to lead the HomeCare redesign in 2025.
On the strength of this work, I was asked to lead the HomeCare redesign in 2025.
On the strength of this work, I was asked to lead the HomeCare redesign in 2025.
Reflection on My Work
Reflection on My Work
Reflection on My Work
Complex products are easier to learn progressively
Complex products are easier to learn progressively
Complex products are easier to learn progressively
B2B changed what I wanted to design
B2B changed what I wanted to design
B2B changed what I wanted to design
Consistency becomes harder — and more valuable — at scale
Consistency becomes harder — and more valuable — at scale
Consistency becomes harder — and more valuable — at scale
The design evolved with the understanding
The design evolved with the understanding
The design evolved with the understanding
The team set the pace, and they set it well
The team set the pace, and they set it well
The team set the pace, and they set it well
I’d question new roles before designing for them
I’d question new roles before designing for them
I’d question new roles before designing for them
Designing for failure became a habit here
Designing for failure became a habit here
Designing for failure became a habit here
Other Curated Work
Other Curated Work
Other Curated Work
Axis Bank Concierge
Bringing a roster of Concierge Services to Axis Bank Cardholders
Read More
homecare
Reworking a mature concierge platform without starting from scratch.
Read More
Vitra.ai
Designing AI interfaces before AI had design patterns
Read More
Axis Bank Concierge
Bringing a roster of Concierge Services to Axis Bank Cardholders
•
43 service items consolidated into 8 customer-facing pillars
•
Core booking experience redesigned across web and mobile
•
8 concierge services brought to a consistent booking standard
Read More
Homecare
Reworking a mature concierge platform without starting from scratch
•
Redesigned service discovery, booking and payment across the existing platform
•
Replaced modal-heavy interactions with clearer, progressive booking flows
•
Established reusable patterns for service categories, booking and review states
Read More
Vitra.ai
Designing AI interfaces before AI had design patterns
•
4 AI-native tools designed from the ground up, with no existing pattern to build from
•
1 self-initiated concept — a grammar analytics suggestion adopted into the core speech-to-text flow
•
Node-based process map designed to make a fully invisible backend pipeline readable at a glance
Read More
Axis Bank Concierge
Bringing a roster of Concierge Services to Axis Bank Cardholders
•
43 service items consolidated into 8 customer-facing pillars
•
Core booking experience redesigned across web and mobile
•
8 concierge services brought to a consistent booking standard
Read More
Homecare
Reworking a mature concierge platform without starting from scratch
•
Redesigned service discovery, booking and payment across the existing platform
•
Replaced modal-heavy interactions with clearer, progressive booking flows
•
Established reusable patterns for service categories, booking and review states
Read More
Vitra.ai
Designing AI interfaces before AI had design patterns
•
4 AI-native tools designed from the ground up, with no existing pattern to build from
•
1 self-initiated concept — a grammar analytics suggestion adopted into the core speech-to-text flow
•
Node-based process map designed to make a fully invisible backend pipeline readable at a glance
Read More
Looking to connect?
Looking to connect?
Looking to connect?
© 2026 Aryan Aditya Singh