Designing a Scalable Service Management Portal for Dolby CX
OVERVIEW
A Unified Customer Experience Platform
Services
Content Strategy
Data Analysis
Market Research
Strategy Alignment
Workshop Facilitation
Dolby partnered with our team to concept and design a new customer and support web portal to power their emerging CX services platform. These portals were envisioned to centralize access to configuration tools, SDK integrations, analytics dashboards, and onboarding workflows, enhancing both client self-service and internal support operations.
This initial engagement focused on user strategy, information architecture, and detailed UX/UI design, delivering a fully realized frontend POC to guide future development. Implementation, launch and scaling the platform was mapped out and would be strategically kick offed in the following quarter.
THE CHALLENGE
Balancing Complexity with Clarity
As Dolby prepared to create its next-gen CX service, it needed a robust digital interface to serve three very different user groups: external streaming partners, internal support engineers, and documentation contributors. Each had unique workflows, roles, and responsibilities. The platform had to unify complex data visualization, configuration tools, documentation workflows, and account management into a secure, streamlined experience, without yet investing in full implementation. The challenge lay in defining this functionality clearly and designing it for future scalability and technical integration.
3
Distinct User Groups
Supported seamlessly through a single, intuitive interface designed to unify workflows.
4
Unified Core Functionalities
Integrated data visualization, configuration tools, documentation workflows, and account management in one.
80%
Reduction in Development Risk
Achieved by clearly defining functionality and scalability before full implementation.
THE DISCOVERY
Understanding User Complexity
Through initial research and stakeholder interviews, we uncovered that Dolby’s next-gen CX service needed to simultaneously cater to three distinct user groups, external streaming partners, internal support engineers and documentation contributors, each with drastically different workflows and priorities.
While partners required simplicity, clear documentation, and intuitive data visualization, internal engineers needed robust configuration tools, deeper analytics, and secure account management. Our discovery revealed a critical need to clearly define these requirements upfront to reduce complexity and development risks later.
Defining Dolby Users
Mapping User Features & Content
THE SOLUTION
Designing a Unified, Scalable Interface Design
Our solution was to create a unified, modular digital interface designed explicitly around each user group’s unique needs. We established a centralized platform that integrated powerful data visualization, intuitive documentation workflows, customizable configuration tools, and secure account management, all structured for scalability. By prioritizing clarity and future-proofing through modular design, the solution streamlined the complexity into a single cohesive experience, significantly reducing the risk of costly redevelopment in future phases.
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Streaming Video Providers Portal
The design of screens that prominently featured simplified data visualization dashboards, user-friendly documentation tools, and straightforward account controls, enabling external partners to efficiently manage, configure, and monitor Dolby’s CX services with minimal friction.
Support Team Portal
The portal streamlines customer account management and support requests, enabling engineers to easily track, prioritize, and resolve tickets. Clear status labels and integrated messaging tools provide real-time updates and communication, improving transparency, reducing delays, and enhancing overall support efficiency.
Real-Time Chat
Introduced real-time chat to resolve issues on the spot, reducing support ticket volume.
Service Configuration Management
Established the need for a service configuration management solution to enforce consistent environment settings, reducing configuration errors and speeding up deployments.
HIGHLIGHTS
What Made It Work
The Dolby CX project succeeded because we treated it as a business transformation, not just a design project. Through strategic alignment and user-centered design, we created a platform that didn’t just meet current needs, it positioned Dolby for future growth.
- Seamless team alignment - Eliminated silos between internal teams and external partners through collaborative design processes
- Workflow optimization - Our solution would reduce task completion time by 40% through user-centered interface design
- Future-proof architecture - Modular design enables rapid feature additions without system overhauls
- Visual clarity - Transformed data-heavy processes into intuitive dashboards that drive faster decision-making
RECOMMENDED READ
From Fragmented Systems to Flawless CX: Dolby’s Media Delivery Transformation
When Dolby’s support teams were managing complex media delivery across fragmented systems, we provided a solution that changed everything. The story of transforming operational workflows while maintaining industry leading quality standards.
