{"id":103,"date":"2026-09-12T09:00:00","date_gmt":"2026-09-12T07:00:00","guid":{"rendered":"https:\/\/yindle.com\/?p=103"},"modified":"2026-09-12T09:00:00","modified_gmt":"2026-09-12T07:00:00","slug":"portaaltaal-werkveld-klant","status":"publish","type":"post","link":"https:\/\/yindle.com\/en\/portaaltaal-werkveld-klant\/","title":{"rendered":"Portal language that fits your customer\u2019s field of work"},"content":{"rendered":"

Portal language fits a field of work when users recognise their own subject without having to learn internal jargon.<\/strong> Make core terms such as \u2018file\u2019, \u2018journey\u2019 and \u2018component\u2019 configurable, but maintain one glossary per project. Freedom without agreements creates an inconsistent environment.<\/p>\n

A homebuyer looks for a home and choices for it. A parent looks for a child\u2019s file and appointments. An insured person looks for a claim and requested documents. Technically, these processes can use the same components while their visible language differs considerably. That is an important principle for a own customer portal<\/a>.<\/p>\n

Separate the data model from the user-facing term<\/h2>\n

Software needs stable internal objects. A general unit can, for example, hold information, actions and documents. It does not need to be called a \u2018unit\u2019 in the interface. Yindle Portal therefore has project-specific labels for the unit, category and portal itself. The same structure can be presented as a home, case, pupil file or maintenance contract.<\/p>\n

Do not use that flexibility to choose a different term on every screen. Define one visible name for each object and document what it includes. If \u2018journey\u2019 sometimes means the entire customer relationship and sometimes a single form, both clients and employees become uncertain.<\/p>\n

Create a glossary before writing screen copy<\/h2>\n

A compact glossary prevents discussions during design and content entry. Include at least these columns:<\/p>\n

\n\n\n\n\n\n\n\n\n
Internal object<\/th>\nClient-facing term<\/th>\nVerb<\/th>\nDo not use<\/th>\n<\/tr>\n<\/thead>\n
File<\/td>\nInsurance claim<\/td>\nView<\/td>\nCase, ticket<\/td>\n<\/tr>\n
Category<\/td>\nComponent<\/td>\nComplete<\/td>\nModule<\/td>\n<\/tr>\n
Action item<\/td>\nOutstanding action<\/td>\nCarry out<\/td>\nTask record<\/td>\n<\/tr>\n
Response<\/td>\nSubmission<\/td>\nReview and send<\/td>\nSubmit<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n

Add plurals, forms of address and status words. Also decide whether to use an informal or formal form of address. Mixed styles are particularly noticeable in error messages and emails, because different teams often write them.<\/p>\n

Worked example: a fictional insurer<\/h2>\n

Fictional insurer HelderSchade wants to use a general customer portal. In the first concept, the main navigation is called \u2018projects\u2019, the customer card \u2018unit\u2019 and a request for information \u2018action item\u2019. The screen works functionally, but test users think they have entered an administration system.<\/p>\n

HelderSchade then chooses \u2018My claims\u2019, \u2018Claim file\u2019 and \u2018Still to provide\u2019. The \u2018damage assessment\u2019 category gets a short explanation instead of an abbreviation for the internal department. Beside \u2018submitted\u2019, it says: \u2018We have received your information; a claims handler will check it.\u2019 The meaning of the process has not changed, but the user knows where they stand.<\/p>\n

Configurable labels make a general portal structure recognisable for a specific customer journey. The underlying objects remain stable while customers see words from their own process.<\/p>\n

Test language with divided attention<\/h2>\n

Many clients open a portal on their phone between other activities. Do not test only with colleagues who know the context. Give a test user one task and observe which words they actually look for. Then ask what they think each status word means.<\/p>\n

Use this language score for each screen, awarding zero to two points:<\/p>\n