Arbin Instruments is a company with a strong reputation in the battery testing industry. However, one of the main problem they are looking to solve is the lack of an efficient way to communicate between the brand and their customers. Before the Members portal, every question or issue had to go through email chains or phone calls—sometimes resulting in slow replies, lost details, and frustrated users.

Clear communication with both customers and support team, the portal’s primary users, was our first step in uncovering real pain points. Since the project revolved around improving how Arbin connect with their customers, we seized every opportunity to gather insights and feedback, then used those to shape a product that can meet user needs.