Transforming IWG’s Customer Portal

Executive Summary.

Client Background

IWG, a global leader in flexible and productive workspace solutions, operates in 3,300 locations across 120 countries and six continents. Their customer portal is critical for millions of users to manage bookings, payments and online accounts. However, the legacy technology behind the portal, coupled with a complex user journey, limited its effectiveness. To address these challenges and support growth ambitions, IWG partnered with Authority Partners to transform the customer portal.

The Challenge.

IWG's customer portal faced several challenges.

Legacy technology constrained its performance and adaptability.
The user journey was complex, reducing efficiency and satisfaction.
The system lacked agility to introduce new features and respond to customer needs.
Growing demand required a scalable, modern solution.

The Solution.

Simplified and Modernized User Experience

Using user research insights, a new interface was developed to be intuitive, visually appealing and responsive.

Rewritten Web Application

The web application was built using Angular, a modern and secure technology, enabling high performance and modularity.

Optimized Backend for Frontend

The backend was rewritten with .NET Core, streamlining communication and improving data flow.

Microservices for Single Customer View

New microservices architecture was introduced to provide a unified view of each customer.

Re-Platformed Mobile Applications

Existing iOS and Android apps were re-platformed to Xamarin, enabling faster development and seamless user experiences.

Mobile Responsiveness

The web and mobile apps were made fully responsive, adapting to various screen sizes and usage contexts.

Key Features & Deliverables

Improved Client Experience
A modernized portal design led to increased customer engagement and satisfaction.

Agility and Scalability
The new architecture supports rapid feature deployment without disruption.

Cost Efficiency and Future-Proofing
Use of open-source and modular technologies reduced maintenance costs and safeguarded against obsolescence.

Delivery Approach

The project was delivered over several months using Agile methodology. Continuous feedback and close collaboration with IWG ensured seamless integration of new features. Authority Partners employed a multi-disciplinary team, including developers, architects and QA engineers, to deliver the solution.

The Conclusion.

The transformed customer portal achieved measurable results:

25.0%

Increase in revenue through new web and mobile applications.

14.8%

increase in user acquisition.

Authority Partners’ efforts not only revitalized IWG’s portal, but also positioned the company to better meet customer needs and adapt to future trends.

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