--- title: "How Darwin Unified Bennie's Website and Support Experience" url: https://www.darwinapps.com/work/bennie-redesign/ type: case-study --- # How Darwin Unified Bennie's Website and Support Experience ## **Executive Summary** [Bennie](https://www.bennie.com/)'s previous support portal lacked usability, a unified brand identity and the integration needed to match their main site experience. The disconnect between the two platforms meant the support portal no longer matched the experience users found on Bennie's main website. Inefficient navigation and limited flexibility in Salesforce frustrated users and diminished their trust. Darwin partnered with Bennie to address the issues that were slowing and fragmenting the support experience. **At first**, Darwin addressed the navigation and branding issues users encountered when moving between Bennie's website and the support portal. Darwin then extended Salesforce through custom development and integrations before rebuilding support journeys around common user tasks. **The result** was a support portal that felt like a natural extension of Bennie’s website. Users could move through support workflows more easily, while the portal reflected the same brand experience customers expected from the rest of the business. ## **The Approach** Darwin closed the gap **in three stages**: how users experienced the portal, how the portal connected to Bennie's existing systems, and how support tasks were completed. 01 **Surface** Audit of the support portal UX, navigation paths, brand alignment and where users encountered friction completing support tasks. 02 **Connections** Salesforce portal connected to the existing site infrastructure through API integrations, while CSS overrides aligned the portal with Bennie's brand experience. 03 **Momentum** Portal rebuilt around user task paths. Navigation redesigned to support self-service task resolution at every step of the support journey. ## The Results **Easier self-service** support journeys rebuilt around common user tasks **Stronger user trust** support portal reflected Bennie's visual identity and standards **Connected customer experience** Salesforce portal aligned with Bennie's main site ## **About the Client** [Bennie](https://www.bennie.com/) is an employee benefits company helping organizations give their teams access to better health coverage and workplace wellness programs. Bennie's support operation handled a high volume of user requests from customers who expected the same quality of experience in support as they found on the main site. The support portal lacked the navigation, consistency, and connectivity needed to support those expectations. ## Introduction Mission Driven by a thoughtful, health-focused mission, Bennie delivers solutions that improve workplace experiences and employee engagement. Problem Overview Their support portal did not match the quality of the main site. It lacked the navigation structure, visual identity and integration that users expected. To close that gap, Bennie partnered with Darwin to rebuild the portal and align it with their brand and workflow standards. ## **The Challenge** Bennie's support portal had gaps at every level: the user experience, the platform integration and how easily users could complete support tasks. ## Key issues Inefficient support portal design The portal's navigation was unintuitive, making support tasks harder to complete and leading to user frustration. It failed to provide the support experience Bennie's customers expected. Integration issues Bennie struggled to integrate the portal with existing platforms and maintain a consistent brand experience at every customer touchpoint. Lack of brand alignment The outdated platform didn’t reflect Bennie's vibrant and trustworthy brand. A mismatch between branding and customer tools diminished the company's ability to foster trust and loyalty. Declining customer trust and engagement A subpar interface contributed to customer dissatisfaction and made it harder for Bennie to strengthen relationships with their user base. Limited flexibility in Salesforce Salesforce's standard functionalities constrained the platform's adaptability during implementation. Custom CSS overrides and development work were required to build a portal that matched Bennie's operational and brand requirements. ## The Solution Darwin rebuilt the Salesforce support portal **from the inside**, working within the existing platform and connected infrastructure. 01 **Custom portal development** Darwin built a fully customized support portal using CSS overrides and custom development. The result gave Bennie capabilities that Salesforce's default configuration does not provide out of the box. 02 **Enhanced UI/UX design** 03 **Salesforce integration** Darwin built API integrations that connected the Salesforce support portal to the existing site infrastructure. Users moving from the main site into support no longer felt a sharp break in the experience. 04 **Brand identity alignment** 05 **Performance optimization** ## By rebuilding navigation and aligning the portal with Bennie's brand standards, **Darwin** **closed the gap between the main website experience and the support environment customers relied on** ## Key Outcomes #### **THE COLLABORATION BETWEEN BENNIE AND DARWIN DELIVERED A SUPPORT EXPERIENCE THAT MATCHED THE QUALITY OF THE MAIN SITE AND STRENGTHENED BENNIE'S BRAND PRESENCE** **Support task path optimization** Navigation and task paths were redesigned around user workflows. Users had clearer paths to information and support resources. **Cross-platform integration** The updated portal integrated with Bennie’s existing systems, maintaining consistency and functionality across platforms. **Brand-consistent portal experience** The support portal was rebuilt to match Bennie's visual identity and brand standards. Every customer interaction reinforced the same experience users found on the main site. ## Before-and-After Comparison ### Area - Navigation experience - User trust and loyalty - Branding consistency ### Before - Slow and frustrating - Low trust due to outdated UI - Misaligned with Bennie’s values ### After - Clearer and easier navigation - Stronger confidence in the portal - Fully aligned and cohesive ![The image displays three different versions of a website page with various layouts and designs. The first version is on the left side of the image, while the second version is positioned at the top right corner. The third version is located in the middle of the image. Each layout has its own unique features and design elements that make them distinct from one another. This comparison allows users to evaluate each design option and decide which one best suits their needs or preferences.](https://cdn.sanity.io/images/qd0fa73p/production/e9df0edeafc2736bbb79e1a00903ac570035904f-2442x3190.png?w=1221&q=85&auto=format) By partnering with Darwin, Bennie **rebuilt a support portal that matched the quality of the main site and gave customers a consistent experience at every touchpoint.** **Darwin Flux** gave the project a clear sequence. The team first addressed the issues users encountered inside the support portal, then connected the portal more closely to Bennie's website and existing systems, and finally rebuilt support journeys around common user tasks. Each step removed friction from the support experience and strengthened the connection between systems, workflows, and user needs. ## See how **Darwin can help close the gaps between** your platforms, workflows and customer experience ### [Back to Prev case](https://www.darwinapps.com/work/potomac-floral-case-study/) ### [Next to Next case](https://www.darwinapps.com/work/abc-case/) ## Explore your next project with us [hello@darwinapps.com](mailto:hello@darwinapps.com) [703-574-0035](tel:703-574-0035)