UJET Modernization

UJET Modernization

UJET Modernization

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UJET is a cloud-based contact center platform that provides agent tools and customizable customer experiences across web and mobile touchpoints.

UJET is a cloud-based contact center platform that provides agent tools and customizable customer experiences across web and mobile touchpoints.

My Role and Involvement

My Role and Involvement

Led cross-platform redesign

Built and scaled design systems

Drove design–dev alignment

Designed complex configuration tools

Legacy Design

Legacy Design

Across the web and mobile SDK there were noticeable inconsistencies.

Design, functionality, and behavior slightly varied, and engineering teams operated independently. This fragmentation made the product harder to support and introduced complexity when building or scaling new features.

Unifying the experience across touchpoints was a key challenge in the modernization effort.

Next Steps

Next Steps

Experience Mapping

Audited UX and accessibility gaps across the SDKs to align core flows and reduce inconsistencies.

Feature Requests

Balance feature requests with legacy constraints while designing toward long-term modernizaiton.

Modernization

Redesigned and documented all components with token-based theming and WCAG-complaint patterns.

Experience Mapping

Experience Mapping

Created UX journey maps to document the existing SDK experiences, highlight platform inconsistencies, and build alignment across teams. A revised journey map was developed post-modernization to support future development and guide feature expansion.

SDK Design System

SDK Design System

Systematically modernizing the user experience and documenting the first unified design system for the SDKs.

Design System

Design System

Design System

Takeaways & Learnings

Takeaways & Learnings

Set Clear Priorities

Modernizing across platforms meant balancing new features with legacy constraints. Prioritizing consistency and accessibility guided critical decisions.

Collaborate Continuously

Regular syncs with engineering and product ensured alignment, built buy-in, and prevented legacy design issues from creeping back.

Document Thoroughly

Comprehensive documentation of tokens, UI patterns, and motion standards created a single source of truth for design and development.

Validate Through Real Work

Iterating the design system alongside feature projects helped ensure it met practical needs and evolved with product goals.

The Results

The Results

Transformed a fragmented experience into a cohesive, accessible, and scalable design system. Established consistent UI across platforms, reduced developer support needs, accelerated feature delivery, and improved stakeholder alignment through clear documentation.

On this large-scale project, Ben approached the significant undertaking with remarkable effort. He systematically modernized the SDK's design screen by screen, carefully transforming a user experience that was over seven years old and breathing new life and contemporary usability into every aspect.

- Emma Jon, UI Design Director, UJET.cx

LinkedIn

LinkedIn

LinkedIn

Email

Email

Email