Client Portals: What Actually Works

The pitch for client portals is compelling: instead of chasing documents via email, clients log in, see what's needed, and upload everything in one place. Clean, organised, efficient.

The reality is often different. Clients forget their passwords. They find the interface confusing. They email documents anyway. The portal becomes another thing to manage rather than a solution.

Why most portals fail

Most portal implementations focus on what the firm needs rather than what clients will actually use. Complex features, multiple sections, detailed categorisation. Great for internal organisation, terrible for client adoption.

What works better

The best client portals we've built are aggressively simple. Clear list of what's needed. Big upload button. Progress indicator. That's often enough. Clients can see at a glance what's outstanding and deal with it quickly.

Magic links instead of passwords. Email reminders with direct links. Mobile-friendly design. These small details make the difference between a portal that gets used and one that gets ignored.