{"ai_json_enabled":true,"answer":"The easy mistake is to scope web applications & customer portals too narrowly. Annex worked with both ActewAGL and partners to develop an easily accessible web app to allow ActewAGL customers to administer their accounts, make payments and procure new services through the Self Service Platform. As a part of this transformation ActewAGL identified that their Self Service Portal was in need of upgrading and improving, since existing service was running on an outdated version of Sitecore and JavaScript causing the platform to run very slowly. Annex's examples show that accessibility, legacy technology, content structure, integrations, governance, scale, deadlines and stakeholder needs can all change the right answer. Surfacing those constraints early is part of reducing the risk of solving the wrong problem well.","answer_source":"initial_seed_from_approved_annex_knowledge","category":"Web Applications & Customer Portals","category_slug":"web-applications-customer-portals","confidence":"grounded_in_approved_public_brain","conversation_stage":"constraint","created_at":"2026-09-11T03:15:00+00:00","date_published":"2026-09-11T04:46:59+00:00","display_date":"2026-09-11","editor_images":[{"alt":"Australian Energy Regulator \u2014 Energy Market Guide","description":"Brochure promoting easier understanding of the energy market","source":"annex_v7_preloaded","source_image_id":"annex_real_002","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/645c32b71b6e613c1aec1cad_63f8027ca7d5b69ed19a76ae_Image%2520%2526%2520video%2520area%2520-%252016_9.png"}],"freshness_warning":"","id":"annex-qa-10-05","image_ids":["annex_real_010","annex_real_016","annex_real_015","annex_real_006","annex_real_017","annex_real_011","annex_real_034","annex_real_002","annex_real_003","annex_real_036"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f1156af09c3fc493f65adc_projects-dva-vet-mobile.png","inline_image":false,"inline_image_role":"","json_url":"/answer/what-constraints-should-be-surfaced-early-in-web-applications-and-customer-portals-work.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"preloaded_inline_media":true,"preloaded_inline_media_version":"annex-v7","public_disclaimer":"","publish_status":"published","published_at":"2026-09-11T04:46:59+00:00","question":"What constraints should be surfaced early in Web Applications & Customer Portals work?","question_intent":"constraint","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"what-constraints-should-be-surfaced-early-in-web-applications-and-customer-portals-work","source":"approved_annex_public_brain","source_record_ids":["annex-projects-a-personalised-customer-portal-01","annex-projects-always-up-to-date-information-on-covid-19-01","annex-projects-building-a-sustainable-user-interface-01","annex-projects-covid-19-updates-in-your-language-01"],"source_type":"initial_seed_public_brain","source_urls":["https://www.annex.com.au/projects/a-personalised-customer-portal","https://www.annex.com.au/projects/always-up-to-date-information-on-covid-19","https://www.annex.com.au/projects/building-a-sustainable-user-interface","https://www.annex.com.au/projects/covid-19-updates-in-your-language"],"status":"published","tags":["web-applications-customer-portals","constraint","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"}