For Genio Roasters, we developed a customer hub that brings equipment support, maintenance guides and training into a connected web application. The 2020–2021 project grew through staged delivery and direct feedback from the Genio team.
Visit the customer portal (opens in a new tab)Explore the experience ↓Product planning · Portal UX · Custom development · Maintenance guides · Training · Iterative improvements
Genio needed a central place for customers to find equipment guidance, follow diagnostic steps and access training, while giving its team a practical way to manage the material.
We translated the portal brief into wireframes and a working application, then refined it through milestone reviews. Customer guidance and the administration tools behind it were developed together.
The original guide editor lets the Genio team organise equipment instructions with categories, maintenance frequency, duration, difficulty and searchable tags. This archived development screen shows a different part of the workflow from the guide preview above.
The hub brings the support journey and its administration into the same product.
Customers can look for self-diagnosis and maintenance material organised around their equipment.
Guides break work into steps, with supporting information and a clear contents structure.
Support tickets provide a path back to the Genio team when a customer needs more help.
The team can manage guides and training. Later improvements added visibility into who had completed them.
Product workflow summary. Interface captures are from the original project archive.
Customer and administration experiences developed through a staged programme in 2020–2021.
Structured maintenance material, diagnostic guidance and content-management tools for the team.
Training features and follow-up improvements that let administrators see who had completed guides and courses.
Milestone reviews and subsequent change requests informed the interface and operational workflow.
Genio gained a dedicated place for customer support content beyond the sale of a roaster. Maintenance, diagnostics and training material can be organised within a working customer and administration portal.
Customers have a structured place to find maintenance and diagnostic information alongside training content.
Administration and completion tracking support the delivery of that content, with improvements shaped through project reviews.
Cloudfusion's team of international programmers are developing an advanced customer portal for us with superb communication and development speed.
Adjust the music and interaction sounds to suit you. Music keeps playing as you explore or switch tabs.