{"category":{"category_image":{"alt":"Web Applications & Customer Portals \u2014 illustrative Annex Digital Twin category image","caption":"Illustrative editorial image created for the Annex Digital Twin; not documentary project evidence.","category":"Web Applications & Customer Portals","description":"A customer using a secure modern self-service portal across laptop and smartphone while a product team reviews the same experience in the background, interface suggests account management and service actions without any readable text or brand marks.","file_name":"scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg","image_url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg","label":"Web Applications & Customer Portals","slug":"web-applications-customer-portals","source":"otc_story_factory_annex_d897f0e1","updated_at":"2026-09-11T04:46:59+00:00","url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg"},"category_image_url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg","category_summary":"User-centred web applications and self-service portals that simplify complex customer tasks.","conversation_prompts":["What does Web Applications & Customer Portals mean in the way Annex works?","When is Web Applications & Customer Portals the right place to start?","What should a client clarify about Web Applications & Customer Portals?"],"description":"User-centred web applications and self-service portals that simplify complex customer tasks.","feed_url":"/feeds/category/web-applications-customer-portals.xml","human_intro":"User-centred web applications and self-service portals that simplify complex customer tasks.","id":"annex-cat-10-web-applications-customer-portals","image":{"ai_generated":true,"caption":"Illustrative editorial image created for the Annex Digital Twin; not documentary project evidence.","categories":["Web Applications & Customer Portals"],"category":"Web Applications & Customer Portals","category_slug":"web-applications-customer-portals","description":"A customer using a secure modern self-service portal across laptop and smartphone while a product team reviews the same experience in the background, interface suggests account management and service actions without any readable text or brand marks.","documentary_image":false,"id":"annex_generated_011","illustrative":true,"image_id":"annex_generated_011","image_url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg","keywords":"Web Applications & Customer Portals, web-applications-customer-portals, Annex digital consultancy","scene":"Web Applications & Customer Portals","source":"otc_story_factory_annex_d897f0e1","source_type":"ai_generated_editorial","title":"Web Applications & Customer Portals","topics":"Web Applications & Customer Portals, Web Applications & Customer Portals","updated_at":"2026-09-11T04:46:59+00:00","url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg"},"images":[{"ai_generated":true,"caption":"Illustrative editorial image created for the Annex Digital Twin; not documentary project evidence.","categories":["Web Applications & Customer Portals"],"category":"Web Applications & Customer Portals","category_slug":"web-applications-customer-portals","description":"A customer using a secure modern self-service portal across laptop and smartphone while a product team reviews the same experience in the background, interface suggests account management and service actions without any readable text or brand marks.","documentary_image":false,"id":"annex_generated_011","illustrative":true,"image_id":"annex_generated_011","image_url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg","keywords":"Web Applications & Customer Portals, web-applications-customer-portals, Annex digital consultancy","scene":"Web Applications & Customer Portals","source":"otc_story_factory_annex_d897f0e1","source_type":"ai_generated_editorial","title":"Web Applications & Customer Portals","topics":"Web Applications & Customer Portals, Web Applications & Customer Portals","updated_at":"2026-09-11T04:46:59+00:00","url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg"},{"ai_generated":false,"allowed_uses":["assistant_reply","qa_inline","qa_page","category_support","image_library"],"assistant_priority":"primary","caption":"Mobile screen showing a business collaboration space summary interface","categories":["Government & Enterprise Case Studies","Web Applications & Customer Portals","Experience Design & UX"],"category":"Government & Enterprise Case Studies","description":"Mobile screen showing a business collaboration space summary interface","documentary_image":true,"id":"annex_real_006","illustrative":false,"image_id":"annex_real_006","image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f114a19f67392037e51a8f_projects-amsa-mobile.png","keywords":"Australian Maritime Safety Authority, Government & Enterprise Case Studies, Web Applications & Customer Portals, Experience Design & UX, mobile interface, collaboration, digital product, mobile app, collaboration space, business project management, user access settings, team communication","project_or_context":"Australian Maritime Safety Authority","source":"annex_owned_website_image","source_image_id":"img_20260731_093020_abd1","source_type":"annex_owned_website_image","tags":["Australian Maritime Safety Authority","Government & Enterprise Case Studies","Web Applications & Customer Portals","Experience Design & UX","mobile interface","collaboration","digital product","mobile app","collaboration space","business project management","user access settings","team communication"],"title":"AMSA \u2014 Mobile Collaboration Interface","topics":"Government & Enterprise Case Studies, Web Applications & Customer Portals, Experience Design & UX","updated_at":"2026-09-11T04:46:59+00:00","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f114a19f67392037e51a8f_projects-amsa-mobile.png"},{"ai_generated":false,"allowed_uses":["assistant_reply","qa_inline","qa_page","category_support","image_library"],"assistant_priority":"primary","caption":"Mobile screen showing Australian veterans employment service website","categories":["Government & Enterprise Case Studies","Experience Design & UX","Web Applications & Customer Portals"],"category":"Government & Enterprise Case Studies","description":"Mobile screen showing Australian veterans employment service website","documentary_image":true,"id":"annex_real_010","illustrative":false,"image_id":"annex_real_010","image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f1156af09c3fc493f65adc_projects-dva-vet-mobile.png","keywords":"Department of Veterans' Affairs, Government & Enterprise Case Studies, Experience Design & UX, Web Applications & Customer Portals, veterans employment, mobile service, career transition, veterans employment services, mobile website interface, australian government program, job transition assistance, employment resources","project_or_context":"Department of Veterans' Affairs","source":"annex_owned_website_image","source_image_id":"img_20260731_093042_7d22","source_type":"annex_owned_website_image","tags":["Department of Veterans' Affairs","Government & Enterprise Case Studies","Experience Design & UX","Web Applications & Customer Portals","veterans employment","mobile service","career transition","veterans employment services","mobile website interface","australian government program","job transition assistance","employment resources"],"title":"Veterans Employment \u2014 Mobile Service","topics":"Government & Enterprise Case Studies, Experience Design & UX, Web Applications & Customer Portals","updated_at":"2026-09-11T04:46:59+00:00","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f1156af09c3fc493f65adc_projects-dva-vet-mobile.png"},{"ai_generated":false,"allowed_uses":["assistant_reply","qa_inline","qa_page","category_support","image_library"],"assistant_priority":"primary","caption":"Laptop screen showing Australian Government Health Workforce Locator webpage","categories":["Government & Enterprise Case Studies","Web Applications & Customer Portals","Experience Design & UX"],"category":"Government & Enterprise Case Studies","description":"Laptop screen showing Australian Government Health Workforce Locator webpage","documentary_image":true,"id":"annex_real_015","illustrative":false,"image_id":"annex_real_015","image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b22bef2f6986f9b032_projects-health-desktop1.png","keywords":"Australian Government Department of Health, Government & Enterprise Case Studies, Web Applications & Customer Portals, Experience Design & UX, health workforce locator, map search, government website, australian government website, online health resource, workforce map search, health services locator","project_or_context":"Australian Government Department of Health","source":"annex_owned_website_image","source_image_id":"img_20260731_093106_30be","source_type":"annex_owned_website_image","tags":["Australian Government Department of Health","Government & Enterprise Case Studies","Web Applications & Customer Portals","Experience Design & UX","health workforce locator","map search","government website","australian government website","online health resource","workforce map search","health services locator"],"title":"Health Workforce Locator \u2014 Digital Service","topics":"Government & Enterprise Case Studies, Web Applications & Customer Portals, Experience Design & UX","updated_at":"2026-09-11T04:46:59+00:00","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b22bef2f6986f9b032_projects-health-desktop1.png"},{"ai_generated":false,"allowed_uses":["assistant_reply","qa_inline","qa_page","category_support","image_library"],"assistant_priority":"primary","caption":"Laptop screen showing map search results for a specific address","categories":["Data, Analytics & Reporting","Web Applications & Customer Portals","Government Digital Services"],"category":"Data, Analytics & Reporting","description":"Laptop screen showing map search results for a specific address","documentary_image":true,"id":"annex_real_016","illustrative":false,"image_id":"annex_real_016","image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b770db5d37ec5cf829_projects-health-desktop2.png","keywords":"Australian Government Department of Health, Data, Analytics & Reporting, Web Applications & Customer Portals, Government Digital Services, map search, location finder, health workforce, address lookup, gps coordinates, online mapping","project_or_context":"Australian Government Department of Health","source":"annex_owned_website_image","source_image_id":"img_20260731_093112_ab1e","source_type":"annex_owned_website_image","tags":["Australian Government Department of Health","Data, Analytics & Reporting","Web Applications & Customer Portals","Government Digital Services","map search","location finder","health workforce","address lookup","gps coordinates","online mapping"],"title":"Health Workforce Locator \u2014 Map Search","topics":"Data, Analytics & Reporting, Web Applications & Customer Portals, Government Digital Services","updated_at":"2026-09-11T04:46:59+00:00","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b770db5d37ec5cf829_projects-health-desktop2.png"},{"ai_generated":true,"caption":"Illustrative editorial image created for the Annex Digital Twin; not documentary project evidence.","categories":["Web Applications & Customer Portals"],"category":"Web Applications & Customer Portals","category_slug":"web-applications-customer-portals","description":"A user completing a practical task in a secure customer portal\u2014such as updating details or managing a service\u2014across laptop and mobile, with a product team observing the experience in the background.","documentary_image":false,"id":"annex_generated_064","illustrative":true,"image_id":"annex_generated_064","image_url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_064_CUSTOMER_PORTAL_SERVICE_ACTION.jpg","keywords":"Web Applications & Customer Portals, customer-portal-service-action, Annex digital consultancy","scene":"Customer Portal Service Action","source":"otc_story_factory_annex_d897f0e1","source_type":"ai_generated_editorial","title":"Customer Portal Service Action","topics":"Web Applications & Customer Portals, Customer Portal Service Action","updated_at":"2026-09-11T04:46:59+00:00","url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_064_CUSTOMER_PORTAL_SERVICE_ACTION.jpg"}],"intent":"conversation_category","json_url":"/category/web-applications-customer-portals.json","keywords":["Web Applications & Customer Portals","web applications customer portals","Annex","digital consultancy"],"llm_summary":"User-centred web applications and self-service portals that simplify complex customer tasks.","matched_image_ids":["annex_generated_011","annex_real_006","annex_real_010","annex_real_015","annex_real_016","annex_real_017"],"name":"Web Applications & Customer Portals","priority_score":990,"publish_status":"published","qa_count":10,"record_count":8,"rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"web-applications-customer-portals","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","annex-projects-creating-consistent-experiences-01","annex-projects-enabling-businesses-to-hire-veterans-01","annex-projects-helping-energy-innovators-power-ahead-01","annex-projects-helping-energy-innovators-power-ahead-02"],"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"],"summary":"User-centred web applications and self-service portals that simplify complex customer tasks.","title":"Web Applications & Customer Portals","updated_at":"2026-09-11T04:46:59+00:00"},"images":[{"ai_generated":true,"caption":"Illustrative editorial image created for the Annex Digital Twin; not documentary project evidence.","categories":["Web Applications & Customer Portals"],"category":"Web Applications & Customer Portals","category_slug":"web-applications-customer-portals","description":"A customer using a secure modern self-service portal across laptop and smartphone while a product team reviews the same experience in the background, interface suggests account management and service actions without any readable text or brand marks.","documentary_image":false,"facility":"","id":"annex_generated_011","illustrative":true,"image_id":"annex_generated_011","image_url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg","json_url":"/image/annex-generated-011.json","keywords":"Web Applications & Customer Portals, web-applications-customer-portals, Annex digital consultancy","page_url":"/image/annex-generated-011","property_id":"","public_id":"annex-generated-011","scene":"Web Applications & Customer Portals","source":"otc_story_factory_annex_d897f0e1","source_type":"ai_generated_editorial","title":"Web Applications & Customer Portals","topics":"Web Applications & Customer Portals, Web Applications & Customer Portals","updated_at":"2026-09-11T04:46:59+00:00","url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_011_WEB_APPLICATIONS_CUSTOMER_PORTALS.jpg"},{"ai_generated":false,"allowed_uses":["assistant_reply","qa_inline","qa_page","category_support","image_library"],"assistant_priority":"primary","caption":"Mobile screen showing a business collaboration space summary interface","categories":["Government & Enterprise Case Studies","Web Applications & Customer Portals","Experience Design & UX"],"category":"Government & Enterprise Case Studies","description":"Mobile screen showing a business collaboration space summary interface","documentary_image":true,"facility":"","id":"annex_real_006","illustrative":false,"image_id":"annex_real_006","image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f114a19f67392037e51a8f_projects-amsa-mobile.png","json_url":"/image/annex-real-006.json","keywords":"Australian Maritime Safety Authority, Government & Enterprise Case Studies, Web Applications & Customer Portals, Experience Design & UX, mobile interface, collaboration, digital product, mobile app, collaboration space, business project management, user access settings, team communication","page_url":"/image/annex-real-006","project_or_context":"Australian Maritime Safety Authority","property_id":"","public_id":"annex-real-006","scene":"","source":"annex_owned_website_image","source_image_id":"img_20260731_093020_abd1","source_type":"annex_owned_website_image","tags":["Australian Maritime Safety Authority","Government & Enterprise Case Studies","Web Applications & Customer Portals","Experience Design & UX","mobile interface","collaboration","digital product","mobile app","collaboration space","business project management","user access settings","team communication"],"title":"AMSA \u2014 Mobile Collaboration Interface","topics":"Government & Enterprise Case Studies, Web Applications & Customer Portals, Experience Design & UX","updated_at":"2026-09-11T04:46:59+00:00","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f114a19f67392037e51a8f_projects-amsa-mobile.png"},{"ai_generated":false,"allowed_uses":["assistant_reply","qa_inline","qa_page","category_support","image_library"],"assistant_priority":"primary","caption":"Mobile screen showing Australian veterans employment service website","categories":["Government & Enterprise Case Studies","Experience Design & UX","Web Applications & Customer Portals"],"category":"Government & Enterprise Case Studies","description":"Mobile screen showing Australian veterans employment service website","documentary_image":true,"facility":"","id":"annex_real_010","illustrative":false,"image_id":"annex_real_010","image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f1156af09c3fc493f65adc_projects-dva-vet-mobile.png","json_url":"/image/annex-real-010.json","keywords":"Department of Veterans' Affairs, Government & Enterprise Case Studies, Experience Design & UX, Web Applications & Customer Portals, veterans employment, mobile service, career transition, veterans employment services, mobile website interface, australian government program, job transition assistance, employment resources","page_url":"/image/annex-real-010","project_or_context":"Department of Veterans' Affairs","property_id":"","public_id":"annex-real-010","scene":"","source":"annex_owned_website_image","source_image_id":"img_20260731_093042_7d22","source_type":"annex_owned_website_image","tags":["Department of Veterans' Affairs","Government & Enterprise Case Studies","Experience Design & UX","Web Applications & Customer Portals","veterans employment","mobile service","career transition","veterans employment services","mobile website interface","australian government program","job transition assistance","employment resources"],"title":"Veterans Employment \u2014 Mobile Service","topics":"Government & Enterprise Case Studies, Experience Design & UX, Web Applications & Customer Portals","updated_at":"2026-09-11T04:46:59+00:00","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f1156af09c3fc493f65adc_projects-dva-vet-mobile.png"},{"ai_generated":false,"allowed_uses":["assistant_reply","qa_inline","qa_page","category_support","image_library"],"assistant_priority":"primary","caption":"Laptop screen showing Australian Government Health Workforce Locator webpage","categories":["Government & Enterprise Case Studies","Web Applications & Customer Portals","Experience Design & UX"],"category":"Government & Enterprise Case Studies","description":"Laptop screen showing Australian Government Health Workforce Locator webpage","documentary_image":true,"facility":"","id":"annex_real_015","illustrative":false,"image_id":"annex_real_015","image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b22bef2f6986f9b032_projects-health-desktop1.png","json_url":"/image/annex-real-015.json","keywords":"Australian Government Department of Health, Government & Enterprise Case Studies, Web Applications & Customer Portals, Experience Design & UX, health workforce locator, map search, government website, australian government website, online health resource, workforce map search, health services locator","page_url":"/image/annex-real-015","project_or_context":"Australian Government Department of Health","property_id":"","public_id":"annex-real-015","scene":"","source":"annex_owned_website_image","source_image_id":"img_20260731_093106_30be","source_type":"annex_owned_website_image","tags":["Australian Government Department of Health","Government & Enterprise Case Studies","Web Applications & Customer Portals","Experience Design & UX","health workforce locator","map search","government website","australian government website","online health resource","workforce map search","health services locator"],"title":"Health Workforce Locator \u2014 Digital Service","topics":"Government & Enterprise Case Studies, Web Applications & Customer Portals, Experience Design & UX","updated_at":"2026-09-11T04:46:59+00:00","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b22bef2f6986f9b032_projects-health-desktop1.png"},{"ai_generated":false,"allowed_uses":["assistant_reply","qa_inline","qa_page","category_support","image_library"],"assistant_priority":"primary","caption":"Laptop screen showing map search results for a specific address","categories":["Data, Analytics & Reporting","Web Applications & Customer Portals","Government Digital Services"],"category":"Data, Analytics & Reporting","description":"Laptop screen showing map search results for a specific address","documentary_image":true,"facility":"","id":"annex_real_016","illustrative":false,"image_id":"annex_real_016","image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b770db5d37ec5cf829_projects-health-desktop2.png","json_url":"/image/annex-real-016.json","keywords":"Australian Government Department of Health, Data, Analytics & Reporting, Web Applications & Customer Portals, Government Digital Services, map search, location finder, health workforce, address lookup, gps coordinates, online mapping","page_url":"/image/annex-real-016","project_or_context":"Australian Government Department of Health","property_id":"","public_id":"annex-real-016","scene":"","source":"annex_owned_website_image","source_image_id":"img_20260731_093112_ab1e","source_type":"annex_owned_website_image","tags":["Australian Government Department of Health","Data, Analytics & Reporting","Web Applications & Customer Portals","Government Digital Services","map search","location finder","health workforce","address lookup","gps coordinates","online mapping"],"title":"Health Workforce Locator \u2014 Map Search","topics":"Data, Analytics & Reporting, Web Applications & Customer Portals, Government Digital Services","updated_at":"2026-09-11T04:46:59+00:00","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b770db5d37ec5cf829_projects-health-desktop2.png"},{"ai_generated":true,"caption":"Illustrative editorial image created for the Annex Digital Twin; not documentary project evidence.","categories":["Web Applications & Customer Portals"],"category":"Web Applications & Customer Portals","category_slug":"web-applications-customer-portals","description":"A user completing a practical task in a secure customer portal\u2014such as updating details or managing a service\u2014across laptop and mobile, with a product team observing the experience in the background.","documentary_image":false,"facility":"","id":"annex_generated_064","illustrative":true,"image_id":"annex_generated_064","image_url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_064_CUSTOMER_PORTAL_SERVICE_ACTION.jpg","json_url":"/image/annex-generated-064.json","keywords":"Web Applications & Customer Portals, customer-portal-service-action, Annex digital consultancy","page_url":"/image/annex-generated-064","property_id":"","public_id":"annex-generated-064","scene":"Customer Portal Service Action","source":"otc_story_factory_annex_d897f0e1","source_type":"ai_generated_editorial","title":"Customer Portal Service Action","topics":"Web Applications & Customer Portals, Customer Portal Service Action","updated_at":"2026-09-11T04:46:59+00:00","url":"https://images.owntheconversation.com/story-factory/generated-stills/annexai-dt/d897f0e1/scene_064_CUSTOMER_PORTAL_SERVICE_ACTION.jpg"}],"qas":[{"ai_json_enabled":true,"answer":"Annex treats Web Applications & Customer Portals as part of a wider digital-service problem, not as an isolated output. User-centred web applications and self-service portals that simplify complex customer tasks. 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. Our approach was to build foundational elements, components, and patterns as part of a design system that supports Drupal's existing patterns and mark-up and be implemented accurately and consistently by any development team in readiness for the site to be taken into Drupal 8/9. In practical terms, the aim is faster, clearer self-service journeys, with the shape of the work determined by the users, systems and delivery context.","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":"clarification","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":[],"freshness_warning":"","id":"annex-qa-10-01","image_ids":["annex_real_017","annex_real_016","annex_real_010","annex_real_015","annex_real_006","annex_real_036","annex_real_019","annex_real_023","annex_real_012","annex_real_011"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a38a55c42b31027b6d63_projects-actew-client-portal-headerL.jpeg","inline_image":false,"inline_image_role":"","json_url":"/answer/how-would-annex-explain-web-applications-and-customer-portals-to-a-project-stakeholder-who-is-not-a-specialist.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"public_disclaimer":"","publish_status":"published","published_at":"2026-09-11T04:46:59+00:00","question":"How would Annex explain Web Applications & Customer Portals to a project stakeholder who is not a specialist?","question_intent":"overview","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"how-would-annex-explain-web-applications-and-customer-portals-to-a-project-stakeholder-who-is-not-a-specialist","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","overview","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"},{"ai_json_enabled":true,"answer":"A strong signal is when customers are forced through slow, fragmented or outdated processes. 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 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. Annex's published work suggests diagnosing the underlying service, content, experience and technology constraints before locking into a solution. That is when web applications & customer portals becomes useful: when the organisation needs to understand the real problem, not merely commission another feature.","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":"problem","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":"Health Workforce Locator \u2014 Digital Service","description":"Laptop screen showing Australian Government Health Workforce Locator webpage","source":"annex_v7_preloaded","source_image_id":"annex_real_015","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b22bef2f6986f9b032_projects-health-desktop1.png"}],"freshness_warning":"","id":"annex-qa-10-02","image_ids":["annex_real_016","annex_real_010","annex_real_006","annex_real_017","annex_real_015","annex_real_018","annex_real_020","annex_real_031","annex_real_028","annex_real_029"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b770db5d37ec5cf829_projects-health-desktop2.png","inline_image":false,"inline_image_role":"","json_url":"/answer/what-is-usually-going-wrong-when-an-organisation-needs-help-with-web-applications-and-customer-portals.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 is usually going wrong when an organisation needs help with Web Applications & Customer Portals?","question_intent":"problem","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"what-is-usually-going-wrong-when-an-organisation-needs-help-with-web-applications-and-customer-portals","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","problem","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"},{"ai_json_enabled":true,"answer":"Annex approaches simplifying practical customer tasks through self-service digital applications by combining the disciplines needed to test both desirability and feasibility. 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. WGEA sought the expertise of our Design team to improve the current user interface (UI) design for their website, to enhance their users\u2019 experience whilst staying aligned to the equity of their brand. The pattern across its published work is discovery first, evidence where it is useful, and then iterative design and technical delivery rather than a fixed one-size-fits-all method.","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":"approach","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":[],"freshness_warning":"","id":"annex-qa-10-03","image_ids":["annex_real_006","annex_real_010","annex_real_016","annex_real_015","annex_real_017","annex_real_020","annex_real_003","annex_real_009","annex_real_032","annex_real_002"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f114a19f67392037e51a8f_projects-amsa-mobile.png","inline_image":false,"inline_image_role":"","json_url":"/answer/where-does-annex-begin-when-the-challenge-is-simplifying-practical-customer-tasks-through-self-service-digital-applicati.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"public_disclaimer":"","publish_status":"published","published_at":"2026-09-11T04:46:59+00:00","question":"Where does Annex begin when the challenge is simplifying practical customer tasks through self-service digital applications?","question_intent":"approach","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"where-does-annex-begin-when-the-challenge-is-simplifying-practical-customer-tasks-through-self-service-digital-applicati","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","approach","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"},{"ai_json_enabled":true,"answer":"The connection matters because UX, integration, content management and performance influence the same end-to-end experience. Our approach was to build foundational elements, components, and patterns as part of a design system that supports Drupal's existing patterns and mark-up and be implemented accurately and consistently by any development team in readiness for the site to be taken into Drupal 8/9. 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. Annex's published capability model brings those concerns together so that a decision in one area does not quietly create a problem somewhere else in the service or platform.","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":"connection","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":[],"freshness_warning":"","id":"annex-qa-10-04","image_ids":["annex_real_017","annex_real_010","annex_real_016","annex_real_006","annex_real_015","annex_real_024","annex_real_026","annex_real_020","annex_real_030","annex_real_003"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a38a55c42b31027b6d63_projects-actew-client-portal-headerL.jpeg","inline_image":false,"inline_image_role":"","json_url":"/answer/why-does-annex-link-web-applications-and-customer-portals-with-ux-integration-content-management-and-performance-instead.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"public_disclaimer":"","publish_status":"published","published_at":"2026-09-11T04:46:59+00:00","question":"Why does Annex link Web Applications & Customer Portals with UX, integration, content management and performance instead of treating it separately?","question_intent":"connection","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"why-does-annex-link-web-applications-and-customer-portals-with-ux-integration-content-management-and-performance-instead","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","connection","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"},{"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"},{"ai_json_enabled":true,"answer":"Annex's published work does not point to a single mandatory toolset for web applications & customer portals. Using Drupal 8 and its multilingual capability, the team created a website that can automatically translate English content into over 64 languages using google translate, and also allow manual human translation to be published when they were made available. Our approach was to build foundational elements, components, and patterns as part of a design system that supports Drupal's existing patterns and mark-up and be implemented accurately and consistently by any development team in readiness for the site to be taken into Drupal 8/9. Prototypes, technical proofs, testing and platform choices are used when they help answer a real project question; the technology is selected around the client landscape and intended service rather than the other way around.","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":"options","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":[],"freshness_warning":"","id":"annex-qa-10-06","image_ids":["annex_real_015","annex_real_017","annex_real_016","annex_real_010","annex_real_006","annex_real_027","annex_real_032","annex_real_003","annex_real_028","annex_real_025"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b22bef2f6986f9b032_projects-health-desktop1.png","inline_image":false,"inline_image_role":"","json_url":"/answer/how-technical-does-a-client-need-to-be-to-work-with-annex-on-web-applications-and-customer-portals.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"public_disclaimer":"","publish_status":"published","published_at":"2026-09-11T04:46:59+00:00","question":"How technical does a client need to be to work with Annex on Web Applications & Customer Portals?","question_intent":"method","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"how-technical-does-a-client-need-to-be-to-work-with-annex-on-web-applications-and-customer-portals","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","method","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"},{"ai_json_enabled":true,"answer":"A useful published example is **A personalised customer portal**. 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. Throughout our engagement Annex worked closely with ActewAGL developers to provide the team with tools and systems to deliver new features quicker than ever before, optimising the code and ensuring the whole platform has automated tests. It is relevant because it shows Annex applying web applications & customer portals to a real delivery problem rather than describing the capability only in theory. The exact scope of a future engagement would still depend on that client's users, constraints and existing environment.","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":"proof","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":"Home Affairs \u2014 Employer Request Desktop Form","description":"Laptop screen showing Australian Government student visa work hours form","source":"annex_v7_preloaded","source_image_id":"annex_real_027","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6144169c62e7c80bd4a68720_HA-SVCR-Desktop-02.png"},{"alt":"ActewAGL \u2014 Customer Portal Hero","description":"Illuminated curved light sculptures installed on a polished floor","source":"annex_v7_preloaded","source_image_id":"annex_real_017","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a38a55c42b31027b6d63_projects-actew-client-portal-headerL.jpeg"}],"freshness_warning":"","id":"annex-qa-10-07","image_ids":["annex_real_018","annex_real_006","annex_real_017","annex_real_016","annex_real_010","annex_real_015","annex_real_027","annex_real_005","annex_real_024","annex_real_008"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a3d83582efddf6826019_projects-actew-client-portal-desktop.png","inline_image":true,"inline_image_role":"inline_contextual_or_project_evidence","json_url":"/answer/is-there-a-published-annex-example-that-makes-web-applications-and-customer-portals-tangible.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":"Is there a published Annex example that makes Web Applications & Customer Portals tangible?","question_intent":"proof","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"is-there-a-published-annex-example-that-makes-web-applications-and-customer-portals-tangible","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","proof","annex","initial-seed","image-enhanced"],"updated_at":"2026-09-11T03:15:00+00:00"},{"ai_json_enabled":true,"answer":"Yes, that can be possible; Annex's published work includes delivery inside existing technical and organisational environments rather than only greenfield builds. 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. Throughout our engagement Annex worked closely with ActewAGL developers to provide the team with tools and systems to deliver new features quicker than ever before, optimising the code and ensuring the whole platform has automated tests. The sensible starting point is to identify what already works, what is constraining the service, and where integration or incremental change is safer than unnecessary replacement. The answer for an existing portal, Sitecore estate or web application would depend on its actual condition and dependencies.","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":"implementation","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":[],"freshness_warning":"","id":"annex-qa-10-08","image_ids":["annex_real_015","annex_real_017","annex_real_010","annex_real_016","annex_real_006","annex_real_004","annex_real_019","annex_real_030","annex_real_003","annex_real_035"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b22bef2f6986f9b032_projects-health-desktop1.png","inline_image":false,"inline_image_role":"","json_url":"/answer/how-can-annex-fit-into-an-existing-portal-sitecore-estate-or-web-application-without-disrupting-everything-around-it.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"public_disclaimer":"","publish_status":"published","published_at":"2026-09-11T04:46:59+00:00","question":"How can Annex fit into an existing portal, Sitecore estate or web application without disrupting everything around it?","question_intent":"collaboration","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"how-can-annex-fit-into-an-existing-portal-sitecore-estate-or-web-application-without-disrupting-everything-around-it","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","collaboration","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"},{"ai_json_enabled":true,"answer":"Annex uses evidence during delivery rather than treating quality as a final inspection step. 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. Depending on the engagement, evidence can come from research, prototype validation, functional or accessibility testing, analytics and stakeholder feedback. The success measures should follow the real user and service goals; Annex does not publish one universal metric for every web applications & customer portals project.","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":"validation","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":"AMSA \u2014 Mobile Collaboration Interface","description":"Mobile screen showing a business collaboration space summary interface","source":"annex_v7_preloaded","source_image_id":"annex_real_006","url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/60f114a19f67392037e51a8f_projects-amsa-mobile.png"}],"freshness_warning":"","id":"annex-qa-10-09","image_ids":["annex_real_015","annex_real_010","annex_real_016","annex_real_006","annex_real_017","annex_real_011","annex_real_026","annex_real_035","annex_real_005","annex_real_031"],"image_url":"https://cdn.prod.website-files.com/60f1133ba7288a73bf4472bd/6141a2b22bef2f6986f9b032_projects-health-desktop1.png","inline_image":false,"inline_image_role":"","json_url":"/answer/how-are-usability-quality-or-risk-checked-during-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":"How are usability, quality or risk checked during Web Applications & Customer Portals work?","question_intent":"quality","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"how-are-usability-quality-or-risk-checked-during-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","quality","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"},{"ai_json_enabled":true,"answer":"Before going deep into web applications & customer portals, the project needs a shared view of the problem, the users, the important stakeholders and the current environment. 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. By go-live the Home Affairs content team were able to populate and publish their COVID-19 content effectively. Annex's published methods also make content, integrations, accessibility, operational workflow and delivery constraints relevant when they affect the outcome. That context allows the team to choose an approach without pretending the solution is known before discovery.","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":"decision","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":[],"freshness_warning":"","id":"annex-qa-10-10","image_ids":["annex_real_010","annex_real_015","annex_real_016","annex_real_006","annex_real_017","annex_real_023","annex_real_021","annex_real_001","annex_real_025","annex_real_012"],"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-information-helps-annex-understand-a-web-applications-and-customer-portals-problem-properly.json","language":"en-AU","last_updated":"2026-09-11T03:15:00+00:00","needs_review":false,"public_disclaimer":"","publish_status":"published","published_at":"2026-09-11T04:46:59+00:00","question":"What information helps Annex understand a Web Applications & Customer Portals problem properly?","question_intent":"decision","review_status":"initial_seed_reviewed_for_source_grounding","rss_enabled":true,"schema_enabled":true,"site_key":"annexaidt","slug":"what-information-helps-annex-understand-a-web-applications-and-customer-portals-problem-properly","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","decision","annex","initial-seed"],"updated_at":"2026-09-11T03:15:00+00:00"}]}