Client Portal - Questions Module

Overview

The Client Portal is a web-based module within Xenett, designed to improve how accountants and clients communicate during ongoing accounting workflows.

Before this module, all communication happened through emails. This resulted in delayed responses, unclear context, unstructured attachments, and frequent follow-ups. I worked on designing a dedicated client-facing portal that replaces emails with a clear, structured, and secure web experience.

The web app is optimized for desktop usage, where clients usually review detailed questions, documents, and transaction-related information.

My Role

UI/UX Designer

My responsibilities included:

Analyzing gaps in email-based client communication

• Defining user flows for accountant–client collaboration

• Designing a client-friendly portal for non-technical users

• Structuring questions, conversations, and attachments

• Creating wireframes and high-fidelity web UI

Tools Used: Figma

Problem

Email-based communication created consistent friction for both accountants and clients:

• Clients missed or delayed email responses

• There was no clear visibility into pending or resolved questions

• Accountants spent significant time on follow-ups

The core issue was not communication itself, but the lack of structure and visibility.

Goal

Design a Client Portal that:

• Centralizes all accountant–client communication

• Makes questions easy to understand and act upon

• Allows fast responses using text, voice, or files

• Clearly shows what is pending and what is completed

• Completely removes dependency on email

User Flow

The client experience was intentionally kept simple:

Login
→ Dashboard
→ Questions List
→ Question Details
→ Reply (Text / Voice / Attachment)

Clients can also raise new questions directly from the portal.

Key UX Decisions

Login & Welcome Screen

This screen is designed to provide a secure yet friendly first impression for clients accessing the portal.

• A clean and minimal layout keeps the focus on login actions

• Email and PIN-based login feels simple and secure for non-technical users

• Clear input fields reduce errors during authentication

• Primary action button stands out for easy completion

• Friendly illustration helps make the experience welcoming, not intimidating

• “Forgot PIN” option supports recovery without friction

Dashboard

The dashboard provides:

• A personalized welcome message

• High-level summary cards for active requests

• Clear navigation to Questions, Files, and Reports

Ask Question (Modal)

The “Ask Question” modal is designed to help accountants raise clear and structured questions without leaving their current context.

• A modal layout keeps users focused while staying within the same workflow

• Large input area encourages clear and complete questions

• Snippets help speed up repetitive or commonly asked questions

• Priority, due date, and tags add structure and improve follow-ups

• Attachment and voice options support different ways of sharing information

• Clear primary action makes it easy to submit the question

Questions List & Quick Response

This screen helps clients view, understand, and respond to multiple questions efficiently from one place.

• Questions are grouped into transactional and general categories for clarity

• Clear status tabs (To Respond / Responded) help users track progress

• Search and filter options support faster navigation in long lists

• Transactional requests show structured data for quick understanding

• Inline reply option allows users to respond without opening a new screen

• Due-date indicators help users prioritize time-sensitive questions

Responded Questions & Conversation View

This screen helps clients easily view questions that are already answered.

• Answered questions are shown separately from pending ones

• Questions are grouped so users can find them quickly

• Full conversation is visible for better understanding

• Attachments stay connected to the same question

• Clear status shows that the task is completed

• Users can reply again if more clarification is needed

My Requests (Client-Raised Questions)

This screen shows questions that are created by the client.

• Clients can see all their own questions in one place

• Open and responded status helps track progress easily

• Full conversation stays visible under each question

• Clients can add more replies if needed

• Clear layout makes it easy to follow updates

Visual Design

• Clean, professional color palette

• Card-based layouts for readability

• Clear typography for content-heavy screens

The UI is intentionally calm and trustworthy, matching the expectations of accounting workflows.

Outcome

After introducing the Client Portal:

• Email dependency was significantly reduced

• Client response times improved

• Questions and documents became easier to track

• Accountants spent less time on manual follow-ups

Key Learnings

• Structure is more important than flexibility for non-technical users

• Clear status visibility improves accountability

• Voice input reduces response hesitation

• Replacing email with purpose-built UX improves efficiency

Final Thoughts

This project helped me design a role-based web experience that balances clarity, control, and ease of use. Instead of layering features on top of email, we solved the root problem by designing a system built specifically for accounting communication.

This case study reflects my approach to simplifying complex workflows into practical, user-friendly products.

Client Portal Web App:-

Client Portal UX Case Study showcasing a web app designed to simplify communication between accountants and clients by replacing email workflows with a clear, structured experience for answering questions and sharing documents.