How Darwin Unified
Bennie's Website
and Support Experience

WebDev

Design

Executive Summary

Bennie'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.

Surface

Audit of the support portal UX, navigation paths, brand alignment and where users encountered friction completing support tasks.

Connections

Salesforce portal connected to the existing site infrastructure through API integrations, while CSS overrides aligned the portal with Bennie's brand experience.

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 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.

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.

Enhanced UI/UX design

Navigation was rebuilt around how users actually move through support tasks. The redesigned interface gave users a clearer path through each step and made self-service the default.

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.

Brand identity alignment

Darwin applied Bennie's visual identity to the portal so the transition from the main site into support felt continuous. The support environment matched the brand standards users expected.

Performance optimization

Navigation and workflow improvements were applied within the constraints of the existing platform. Rebuilt navigation and clearer task paths helped users find information and complete support actions more independently.

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.

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.