Three things need your attention today

BrandHub
Customer portal
2025 to 2026
4 min

one platform, three kinds of portal. this is the one customers see, aka the main character.

READ IN 8 SECONDS

PROBLEM: customers kept asking for two things: live stock, and a way to just ask about anything their reseller sells them. on repeat.
DECISION: ask them. revolutionary, i know. 400 survey replies in one month, plus weekly sessions for eight months.
RESULT: a portal in each customer's own brand that opens on what needs them, and "act as customer" for resellers. everybody eats.

THAT'S IT. THAT'S THE TL;DR. OR KEEP SCROLLING ↓

11 slides · ← → to move · swipe on phones

FILE 02 · BRANDHUB CUSTOMER PORTAL

READ IN 8 SECONDS

PROBLEM

customers kept asking for two things: live stock, and a way to just ask about anything their reseller sells them. on repeat.

DECISION

ask them. revolutionary, i know. 400 survey replies in one month, plus weekly sessions for eight months.

RESULT

a portal in each customer's own brand that opens on what needs them, and "act as customer" for resellers. everybody eats.

THAT'S IT. THAT'S THE TL;DR. OR KEEP SCROLLING ↓

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quick map, no quiz after. resellers run their business from BrandHub (opens in a new tab)'s dashboard. their customers order from a portal of their own. this one belongs to Served.

BHDB for resellers. PCDB and SCDB for their customers.
their logo, not ours.

every customer portal is white-labelled: their logo, their colours, their products. it should feel like their own shop, not like software someone handed them.

same platform underneath. nobody has to know.
FILE 02 · BRANDHUB CUSTOMER PORTAL 03 / 11
we asked customers what was getting in their way. 400 answered in one month. the people have spoken.
400

survey replies in one month, plus weekly sessions with resellers, warehouse, finance and customers for eight months
Top two answers

show me real stock: where it's kept and how much is left.
let me just ask about anything my reseller sells me: is it in stock, how many, what's it made of?
resellers had their own ask: "let me see exactly what my customer sees." so we built "act as customer". respectfully nosy.
Your turn

a customer opens the portal. what should they see first?

pick one before you scroll. commit to the bit.
A. all their orders
B. what needs them today my pick
C. a welcome banner (it's giving 2009)

B. lead with what needs a decision. everything else can wait one scroll.

Principle 01

lead with what needs a decision

"3 things need your attention today. Everything else is on track."
statuses in plain words, with a time attached.

"Our DTP team is checking your design. Usually 2 to 4 days."

Principle 02

say what's happening and how long it takes

a status with no time attached is just a "pls email me" button.
questions about an order live on the order, not in someone's inbox.

order chat, with files and screenshots. the group chat, but useful.
and live stock, the top answer? it waits for the warehouse system. until the numbers are right, the portal doesn't show them.

Principle 03

fix the data before you show it

a wrong stock number is worse than none. File 04 has the rest of the tea.
Guess the number
how many customers answered the survey in one month?
your guess: 150

in one month. people had things to say. like, a lot.
RECEIPT · BRANDHUB CUSTOMER PORTAL
SURVEY REPLIES
400
USER SESSIONS
WEEKLY · 8 MO
FIRST SCREEN
WHAT NEEDS YOU
ACT AS CUSTOMER
SHIPPED
LIVE STOCK
AFTER WMS (PATIENCE)
WHITE-LABEL PORTALS
PCDB + SCDB
THANKS FOR ANSWERING, REAL ONES

four hundred answers. one first screen. that's the whole arc.
SWIPE UP ↑ Next file: 20 of 30 bug reports never reach a developer