What Customers See: End-User Portal Walkthrough

Last updated: March 13, 2026

This walkthrough covers what your customers see when they log into an OnRamp project portal. Understanding the end-user experience helps you design Playbooks, tasks, and messaging that feel intuitive and keep customers engaged throughout onboarding.

Before You Begin

  • Your project has at least one task assigned to a Customer user.
  • You’ve invited a Customer User to the project.
  • Portal Branding is configured (optional but recommended — see Settings › Portal Branding).

Step 1: Invite the Customer

  1. Open the relevant Project.
  2. Go to Users › Add User.
  3. Enter the customer’s name and email, assign the Customer role, and click Send Invite.

The customer receives an invite email with a secure link.

Step 2: Customer Logs In

On first login, the customer creates a password and lands in their personalized portal — their command center for completing tasks and tracking progress.

Step 3: What the Customer Sees in the Portal

  • Welcome Message (if configured)
  • Project name and progress tracker
  • A list of their assigned tasks with due dates and completion checkboxes
  • Options to upload files, leave comments, or mark tasks complete
  • Any shared videos or links from your internal team

Step 4: Task Visibility by Type

Not all tasks are visible to customers — and that’s intentional:

  • Customer Tasks — customers can see instructions, upload files, complete checklists, and leave comments.
  • Internal Tasks — hidden from customers unless explicitly shared.
  • Subtasks — shown inline; customers complete them as part of a larger step.

Step 5: Per-Project Portal Settings

Fine-tune each project’s portal from its Settings › Portal tab:

  • Preview URL — lets you test the portal before sharing it with customers.
  • Production URL — the live, customer-facing link unique to this project.
  • Hide Internal Task Details — when on, customers can see internal tasks but not their subtask details. When off, all subtask content is visible (use with caution).
  • Project Welcome Message — use the rich text editor to add formatted text, images, or a short orientation video to greet customers when they first land.
  • Shared Files — upload up to 4 project-specific files (PDFs, guides, templates) that appear on the portal homepage for customers to download.

Step 6: Self-Service Playbooks (Optional)

If you’re offering customers more autonomy, you can enable a Self-Service Library so customers can launch predefined workflows on their own without needing to contact your team.

Tips & Troubleshooting

  • Customer can’t see a task? Confirm the task type is set to Customer and visibility isn’t restricted.
  • Want to verify the experience before launch? Use the Preview Portal link to see exactly what your customer will see.
  • Restricting file downloads? This can be configured on a per-task basis using the Share a Video toggle.