ONE ACERTUS is a unified customer portal that seamlessly integrates all ACERTUS products into a single platform. Previously, customers had to navigate multiple applications, each with separate logins and fragmented asset management—leading to duplicated work and inefficiencies. With ONE ACERTUS, everything is centralized, streamlining operations, reducing manual effort, and enhancing productivity.
Role: Director of UX and Design
Redefining the Customer Experience
During a period of rapid expansion, ACERTUS acquired multiple companies to broaden its service offerings. Each acquisition introduced a separate customer portal, forcing users to juggle multiple logins just to track their assets—a fragmented experience that created confusion, inefficiency, and frustration.
As Director of UX and Design, my first initiative was to audit and modernize the foundational design system. This included updating component libraries, interaction patterns, and documentation to ensure visual consistency, accessibility, and scalability across teams and products.
Go with the flow
By analyzing both onboarding flows and post-purchase journeys, we identified critical friction points impacting new and existing customers. For existing users, we implemented a unified credential system that enabled single sign-on across platforms—streamlining access and eliminating duplicate accounts. For new users, we redesigned the registration process to prioritize early access, removing the need for extensive upfront background checks. These improvements significantly reduced user drop-off, accelerated time-to-value, and lowered support volume, while giving customers greater control over their post-purchase experience within the ACERTUS platform.
A Single Entry Point
To simplify the customer experience, I led the design of a unified portal—creating a single point of entry for all ACERTUS services. With a long-term vision of full platform integration, we focused on reducing user resistance by launching a dedicated brand experience for business customers. Partnering with Marketing, we positioned the new portal as a smarter, streamlined way to manage assets—making the transition feel like an upgrade, not another system to learn.
The Results
Reduced design inconsistencies by 40% and cutting development time by 25%
Improved customer satisfaction
Enabled cross-sale opportunities
Enhanced usability and operational efficiency