From chaos to clarity

Fixing Support Portal Pain Points

Background

We launched this project after identifying a consistent trend in customer complaints. Too many support-related issues were being raised. It wasn’t just hurting the customer experience; internally, it was also overwhelming the customer success team and increasing operational costs. Improving efficiency and reducing this support burden became a key business priority.

Before

Support features used to be part of the broader Acronis Account platform, where customers also managed licenses and organization settings. This created a fragmented experience. Users had to jump between multiple consoles just to get help. The lack of a unified support space made it harder to find information and slowed down issue resolution.

Goals

Target Users

Direct partners and business users who frequently interact with support like technical admins and IT managers.

We focused on them first to address the most urgent needs and reduce ticket volume. This also laid the groundwork to expand support access to more user groups in future phases.

My Role

I led the full redesign of the support experience from mapping user flows to delivering final designs.

Design Impact

Challenges with the legacy support

Challenge 01

Fragmented Access & No Unified Sign-On

❌ No unified single sign-on, users had to register separately
❌ Multiple consoles caused login friction and confusion
❌ Managing credentials was complex for users and Acronis

Challenge 02

Poor User Experience

❌ Confusing navigation and too many similar pages 
❌ Design inconsistency causing maintenance and scaling issues
❌ Outdated user interface

Challenge 03

Inefficient & Inconsistent Ticket Interface

❌ Fixed-size dialog with large information volume
❌ No internal navigation or way to go back within the dialog
❌ Inconsistent with design system
❌ Visually cramped and hard to use

Challenge 04

Business Impact

❌ Inefficient support journey frustrated users and internal teams
❌ Repeated access-related tickets increased workload
❌ System inefficiencies drained company resources

Key Improvements

Improvement 01

Implemented Single Sign-On for seamless login

We enabled Single Sign-On (SSO) so users no longer have to juggle multiple credentials. With one secure login, they can now access all necessary support resources without friction.

The Acronis Support Portal is also directly accessible from both the Management Console and the Protection Console, eliminating extra steps and making support just one click away.

Improvement 02

Unified support features in one portal

Previously scattered across multiple consoles, support features are now centralized in a single portal. Users can manage tickets, access help resources, and contact support, all in one place. This creates a more consistent and efficient experience.

Improvement 03

Simplified ticket management flows

The previous ticketing experience was fragmented and difficult to navigate. As part of the redesign, we focused on making it faster, clearer, and easier to manage.

The new system now supports a wide range of real-world scenarios:

All of this adds up to a more scalable, intuitive support experience.

Improvement 04

Design system integration

To ensure a consistent support experience, I applied the core design system across the entire portal.This approach ensured visual and behavioral consistency, while making the solution easier to maintain and extend over time.

Reflection

Bringing together scattered support resources into a centralized, user-friendly portal was a complex challenge, both technically and organizationally. It required deep collaboration, structured thinking, and constant iteration.

Ensuring design scalability across varied features and use cases also pushed me to think systemically. By balancing design quality with delivery timelines and staying grounded in user needs, I helped shape a solution that is not just functional today but built to grow with the platform.

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Cutting Friction in Tenant Setup

From chaos to clarity

Fixing Support Portal Pain Points

Goals

Improve the overall support experience

Ensure smooth and secure access to support

Reduce support team workload and operational costs

Target Users

Direct partners and business users who frequently interact with support like technical admins and IT managers.

We focused on them first to address the most urgent needs and reduce ticket volume. This also laid the groundwork to expand support access to more user groups in future phases.

My Role I led the full redesign of the support experience from mapping user flows to delivering final designs.

Collaborated closely with PMs and engineers to align on user needs and tech constraints.

Reviewed real user tickets and audited system flows to identify pain points.

Ran design critiques to refine the solution and ensure consistency with the design system.

Design Impact

Unified fragmented support flows into a single, cohesive portal, resulting in 50%+ fewer support tickets related to login and access issues

Simplified the support journey, improving usability and boosting overall satisfaction

Streamlined ticket handling saved 200+ support hours per month, significantly lowering operational burden

Delivered a scalable design foundation by aligning with the shared design system

Challenges with the legacy support

Challenge 01 Fragmented Access & No Unified Sign-On ​ ❌ No unified single sign-on, users had to register separately ❌ Multiple consoles caused login friction and confusion ❌ Managing credentials was complex for users and Acronis

Challenge 02 Poor User Experience ❌ Confusing navigation and too many similar pages ❌ Design inconsistency causing maintenance and scaling issues ❌ Outdated user interface

Challenge 03 Inefficient & Inconsistent Ticket Interface ❌ Fixed-size dialog with large information volume ❌ No internal navigation or way to go back within the dialog ❌ Inconsistent with design system ❌ Visually cramped and hard to use

Challenge 04 Business Impact

❌ Inefficient support journey frustrated users and internal teams ❌ Repeated access-related tickets increased workload ❌ System inefficiencies drained company resources

Key Improvements

Improvement 03 Simplified ticket management flows The previous ticketing experience was fragmented and difficult to navigate. As part of the redesign, we focused on making it faster, clearer, and easier to manage.

The new system now supports a wide range of real-world scenarios:

​Users can filter and customize ticket views

Access both current and historical tickets

Respond, comment, or update directly within the portal

Open new tickets through a clearer, guided flow

All of this adds up to a more scalable, intuitive support experience.

Improvement 04 Design system integration To ensure a consistent support experience, I applied the core design system across the entire portal.This approach ensured visual and behavioral consistency, while making the solution easier to maintain and extend over time.

Up next: another project you might like!

Cutting Friction in Tenant Setup

My Role

I led the full redesign of the support experience from mapping user flows to delivering final designs.

Challenge 01

Fragmented Access & No Unified Sign-On

❌ No unified single sign-on, users had to register separately
❌ Multiple consoles caused login friction and confusion
❌ Managing credentials was complex for users and Acronis

Challenge 02

Poor User Experience

❌ Confusing navigation and too many similar pages 
❌ Design inconsistency causing maintenance and scaling issues
❌ Outdated user interface

Challenge 03

Inefficient & Inconsistent Ticket Interface

❌ Fixed-size dialog with large information volume
❌ No internal navigation or way to go back within the dialog
❌ Inconsistent with design system
❌ Visually cramped and hard to use

Challenge 04

Business Impact

❌ Inefficient support journey frustrated users and internal teams
❌ Repeated access-related tickets increased workload
❌ System inefficiencies drained company resources

Improvement 03

Simplified ticket management flows

The previous ticketing experience was fragmented and difficult to navigate. As part of the redesign, we focused on making it faster, clearer, and easier to manage.

Users can filter and customize ticket views

Improvement 04

Design system integration

To ensure a consistent support experience, I applied the core design system across the entire portal.This approach ensured visual and behavioral consistency, while making the solution easier to maintain and extend over time.