Support Portal


After a company aquisition, OpenText needed to integrate two legacy customer support portals into a consolidated system.


Using the company's existing support website design to maintain a consistent user experience, create a new support portal front end that combined features from both legacy portals while adding some new functionality.

screen shot of the HP support portal home page
screen shot of the CRT support portal open ticket page


The solution required extensive wireframing to support the functional design specification (FDS) document used to communicate to the business what functionality we planned to implement based on their requirements.

The final FDS informs the technical design by the development team, acting as a roadmap of what to build, along with the support portal site map .

screen shot of the home page wireframe
screen shot of list of all a user's tickets in a grid
screen shot of the form used to open a new support ticket
screen shot of the view of a ticket


The portal site was built using Liferay CMS. While visually it follows the wireframes and keeps with the branding of the existing Covisint site, it has several accessibility issues. This was the first project I was able to get WCAG 2.0 Level AA as a real requirement but as the project timeline slipped, no testing was done in QA or production. I will be performing an accessibility audit and providing feedback to the development team.

screen shot of the support portal home page
screen shot of the support portal open ticket screen
screen shot of the support portal home page at the mobile breakpoint
screen shot of the support portal open ticket screen at the mobile breakpoint
Rachele DiTullio headshot

About Rachele

IAAP Certified Web Accessibility Professional

I believe in information integrity and accessibility for all through inclusive design principles and I have a wide breadth of knowledge in many areas of web standards and user experience design including HTML, CSS, cross-browser testing, accessibility best practices, information architecture, interaction design, wireframing, prototyping and usability testing.

I earned my Master's Degree in Information Studies from the University of Texas at Austin School of Information external.

Contact Me