UJET Modernization

UJET Modernization

Modernizing a contact center consumer experience.

View Case Study

View Case Study

UJET Modernization

Modernizing a contact center consumer experience.

View Case Study

Company

UJET.cx

Industry

Customer Support / CX SaaS

Role

Lead UI Designer

Responsibilities

UI / UX
Design Systems
Accessibility (WCAG)
Competitive Analysis
Admin Configuration

Team

Taylor T. - PM
Patrick K. - Engineer (Web)
Jaesung K. - Engineer (iOS)
Ali M. - Engineer (Android)
Ben K. - Designer

About UJET

About UJET

UJET is a modern contact center platform that helps enterprises deliver seamless customer support experiences across web, mobile, and voice channels.

Problem

The consumer-facing SDK UI powering UJET’s in-app chat and support experiences had not been updated in over seven years. The design was outdated, inconsistent across platforms, and failed WCAG acceptance criteria. Clients also lacked flexibility to align the SDK UI with their own branding.

My role was to lead the modernization of the SDK UI across Web, iOS, and Android, introducing a design system that balanced brand customization with consistent, accessible user experiences.

Audience

Enterprise and mid-market companies across industries (retail, fintech, travel, and healthcare) integrating UJET’s SDK into their apps and web experiences to provide customer support. End-users were everyday consumers seeking quick and intuitive support without friction.

My Role

My Role

UX Audit

Independently performed UX audits and screen flow mapping to document inconsistencies across UJET's SDK. Benchmarked against competing support solutions to identify key differentiation opportunities: enhanced accessibility, cross-platform design consistency, and customizable branding options

Design System Creation

Created a scalable design system for UJET's Web and Mobile SDKs by leveraging our foundational design elements, then systematically modernizing and documenting components from atoms to templates. Thoroughly documented each component's anatomy, specs, behavioral patterns, and tokens to ensure consistent implementation.

View Project

View Project

View Project

Accessibility Advocate

Advocated for accessibility as a foundational requirement, embedding WCAG best practices into the design process from day one. This proactive approach resulted in a 95% AAA compliance rating across the UI, significantly elevating the product from the legacy SDK's accessibility standards.

Modernization

Systematically redesigned and documented the complete SDK experience across Web, iOS, and Android, modernizing layouts, navigation, and interaction patterns while incorporating new features from enterprise client requests and addressing feature parity items from the backlog.

Cross-Functional Collaboration

Established recurring syncs with SDK engineering (Web, iOS, and Android teams), improving the design handoff process and ensuring alignment on technical feasibility of the modernization initiative. Partnered with PMs to prioritize improvements and align on direction. Delivered iterative Figma prototypes to validate workflows before engineering handoff.

Key Improvements

Key Improvements

Brand Flexibility

Alongside the modernization we introduced an SDK Theme Customizer for admins. This allowed our clients to customize the SDK UI to align with their brand identity without requiring dev intervention.

Unified Multi-Platform Experience

Unified user experience across Web, iOS, and Android by aligning navigation patterns, interaction behaviors, and visual treatments. Created cohesive mobile and web design systems that ensured consistent component behavior and information architecture across platforms while respecting native conventions, achieving cross-platform harmony without costly back-end changes.

Results

Results

The modernization project delivered a complete, scalable, accessible, and brand-flexible design foundation. Documentation and phased component specifications equipped engineering and product teams to transition systematically from legacy UI to a modern, future-proof SDK.

"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

Previous: Motion

Sustainable Seafood

Previous: Sustainable Seafood

Next: Design System

Design System

Next: Design System

LinkedIn

LinkedIn

LinkedIn

Email

Email

Email

Previous: Sustainable Seafood

Next: Design System