Before launch — scope
- Decide exactly which job fields the customer sees, and write the list down.
- Define the customer-facing status vocabulary and map internal states onto it.
- Decide which document categories are shareable and which never are.
- Confirm internal notes are excluded where the data is served, not just hidden.
Before launch — access
- Decide the trigger for issuing access — sold work is the usual one.
- Decide whether links carry an expiry date by default.
- Confirm who on the team is allowed to issue and revoke access.
- Confirm access can be revoked immediately when needed.
Before launch — currency
- Name the role responsible for status and dates being correct.
- Define how fast a date change must reach the record.
- Decide who publishes completion photos and documents, and when.
At launch — introduction
- Write the one-sentence explanation that accompanies every link.
- Attach the link to the schedule confirmation, not a standalone email.
- Brief the office team on what the customer can now see for themselves.
After launch — measurement
- Track opens per active job.
- Track inbound status calls per job and watch the trend.
- Review any case where a customer saw something they should not have.
- Review any case where the portal was stale when a customer looked.