Finacle Knowledge Portal
Five years of research, redesign and quiet advocacy on Finacle's global support portal. This is the sanitized version of that work, since the real thing is under NDA.
Where it started
The Finacle Support Center portal is where partner bank IT teams raise tickets, search a knowledge base of 60,000+ articles, and get walked through the platform. I've spent years on this portal, first on Liferay, then through a migration to BMC Helix, and I've owned the UX end to end: research, information architecture, visual design and the ongoing fight to get good ideas actually shipped.
I also personally walked close to 2,000 people, bank IT teams and partners across the globe, through the portal so they knew how to actually use it, and I played a lead role in FSC critique sessions where the team pulled apart what wasn't working.
The Liferay eraSmall fixes that added up
A critique session I helped run surfaced a string of small but real friction points. None of them were glamorous. All of them were things a user would silently work around instead of reporting.
Too many new tabs
Nearly every catalogue and nav item opened in a new tab, and that included the feedback widget itself. Users dropped off before they even reached it.
2 to 3 feedback entries a monthFeedback moved in page
I redesigned the feedback flow as an overlay instead of a new tab, and pulled navigation back into a single site.
12 to 16 a month afterPagination without a page count
Search results only had back and next, so jumping to page 7 meant clicking through 6 first. I asked the technical team to show total pages up front.
Video thumbnails
Each product's short training videos had a title but no thumbnail. I suggested thumbnails and handed over a working proof of concept.
File size up front
Downloadable documents didn't show their size until you opened them. I pushed to surface it next to the file name, so a 12MB download is obvious before you click it.
None of these were expensive to build. What they had in common was that nobody had gone looking for them until someone actually sat with users and watched where they got stuck.
ResearchListening to the banks who used it every day
I ran in person research with IT teams at several partner banks. The complaint was almost always the same shape: they knew the knowledge base was huge, but they couldn't get to the right article without a lot of trial and error.
I brought that back to the technical team and we built a search tips and tricks guide, then ran webinars across regions walking banks through how to actually search well. On a monthly sync call, a Finacle SPOC told us the tips had directly helped their team resolve issues faster on their own.
The goal wasn't to redesign search from scratch. It was to close the gap between "the answer exists" and "the user can actually find it," with the smallest possible change: better guidance, and visibility into how much more there was to look through.
Feature restorationRestoring the compatibility matrix
The compatibility matrix was one of the features that quietly didn't survive the move from Liferay. It told banks which operating systems, databases and app servers worked with which Finacle product, and it existed on the old portal, but nobody had explicitly signed off on dropping it. It just didn't make the migration.
I took that finding back to the team and pushed to rebuild it ahead of general release, rather than wait for banks to notice it missing and raise tickets about it. While rebuilding it, I also changed how it worked: instead of one long table with a dropdown filter, users now pick their product catalogue first, then download the matrix from inside it.
Same information, organized around how someone actually starts the task: they know their product before they know their OS version.
Platform migrationWhy we moved to BMC Helix
Liferay split knowledge management and ticket raising across two portals with two separate logins. Moving to BMC Helix meant single sign on: one login, tickets and knowledge base in the same place, one click away from each other instead of a context switch.
I owned the information architecture for the migration, wireframing every screen from the landing page onward, so the move wasn't just a lift and shift of old content onto a new platform.
Shipped on BMC HelixMy Favorites, at 60,000 article scale
With over 60,000 knowledge articles on the portal, the real problem wasn't finding an article once. It was finding that same article again three months later. I designed and shipped My Favorites: a pin that lets each user save up to 200 articles for instant recall, so they never have to re-search for something they'd already solved before.
A small feature on paper, but it came directly from watching how people actually use a knowledge base that size: not by browsing, but by returning to the handful of articles that matter to their environment.
Holding the lineThe notification banner
Planned maintenance and technical advisories only ever showed up as a notification bell with an unread count, the kind of thing most people learn to ignore. I proposed a high contrast ribbon banner on the homepage instead, sitting directly above the search bar, since search is the first thing every logged in user goes to.
Internal stakeholders pushed back. It duplicated the bell icon, and a bold red banner wasn't seen as polished. I made the call to prioritize usability over how it looked, and shipped it anyway.
The banner only appears for genuinely important notices, not every day, so that number reflects specific incidents rather than a usage rate. It's a decision that outside feedback ended up validating, not internal opinion about aesthetics.
Same portal, same search bar, one addition that most users will only ever see a handful of times, exactly when it matters.
Built with AI assistanceThe Knowledge Base Suite
Every month, thousands of tickets get logged, spanning production, UAT, development, testing, clarification requests and duplicates. Nobody had a systematic way to see which knowledge gaps were actually costing the most support time. So I built one.
Ticket analysis
Surfaces which gaps deserve a new article first, based on real ticket volume.
Keyword quality
Shows where users are searching with the wrong terms, so we know what to teach them.
User behavior
Tracks how each bank is actually using the knowledge base, and where they're struggling.
It took two to three weeks of iterating on the logic to get it useful, and I'm still optimizing it. I recently presented it to a larger forum of support heads, who responded well. It also told us something we didn't have a clean way to see before: which partner banks were struggling most to use the portal at all.
OngoingStill in motion
A partner bank's IT team told us they couldn't make sense of the error messages appearing on screen. The messages didn't explain what had actually gone wrong with their input. I took that seriously and escalated it to the engineering teams rather than let it sit as one bank's isolated complaint.
That's now turning into two things: clearer, more human error messages for end users, and a Grafana based view where users can see the root cause and a recommended next step instead of a flat failure message. I didn't build either of those myself, and I'm not the only reason they're happening. Surfacing and pushing the feedback is the part I own.
Beyond the portalInternal design and communications
Alongside the portal work, I own visual design for the unit's internal brand: theme banners, PowerPoint master templates, internal event assets and customer facing newsletters.
Text and copy shown here are fictionalized for confidentiality. None of it is real Finacle or Infosys content. The visual design and layout are original.
The newsletter, before and after
The bi-monthly internal newsletter used to be a static PPT with no way to know if anyone actually read it. From the 8th edition I moved it onto SharePoint, currently past its 23rd edition, which gave us real analytics for the first time, and rebuilt the content around storytelling instead of a flat status update.
That's read time going from around one sixth of the newsletter to nearly two thirds of it. I'd tested the same instinct earlier on the pre all hands briefing, which used to be a plain PDF sent two days ahead of each all hands. I rebuilt it as a page turning file with a paper sound effect, and later moved that to SharePoint as well. The line I still remember getting back was that it felt like reading a real book again.
The Employee Centric Program
This was a senior leadership ask. My team built the framework and I executed two development centers myself, reaching 2,800+ members early on, and the unit won an internal Infosys award for it. So far, 3,300+ people have attended across the program.
Measuring it was its own problem. Every program generated two spreadsheets, participant lists and feedback, and after three months our team was sitting on 40+ scattered Excel files. I moved everything into an Access database as a single source of truth and designed a one click report on top of it.
In the program's second phase, I went further with AI assistance: uploading the raw Excel files now transforms into the Access database in seconds, with the report nearly ready to export straight away.
I also created a Viva Engage community for the program and actively manage it, posting updates and keeping it alive between sessions. That alone brought 3 to 4 more participants into each subsequent program.
Where it stands
All of this shipped and is live in production. This write-up is the sanitized, public facing version of it. A few numbers, like exact Knowledge Base Suite output, are still being finalized as the tool keeps improving.