Portals are platforms combining services from various sources for various user groups. Service bundling from marketing can serve as a new way to enable mass customization of portal services for heterogeneous user groups using existing services. The purpose of this paper is to explore how service-oriented requirements engineering and service bundling can be combined in a new approach for the design of user-centric portals in order to achieve an advanced user experience on the service consumer

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... e and improved service management on the service provider side. The success of both intended improvements is evaluated through the use of a case study. We combine service bundling from marketing with requirements engineering for web service based systems and develop a three step approach for designing portals: first, identifying user needs and matching them to existing adequate services provided by the organization; second, the decision makers negotiate all services according to user wishes and effort expectancy and determine the functionality of the portal; third, service bundling is used to build highly user-centric portal structures that are derived from the users' characteristic life events or demographic situations. The paper contributes to a new portal design that is fostered by usercentric service provision and high commitment of decision makers.