Background

Our company division at Evercommerce, entitled Customer Experience Solutions (CES), manages three platforms for customer engagement: pulseM, Listen360 and GuildQuality.

There was discussion about having a design system within our division due to:

• all three platforms conduct feedback collection with end customers involving a social review, NPS score/ratings, survey component and comment fields to enter extra feedback
• in terms of feedback collection, we need the best UI design to serve each platforms’ feedback collection process so why not use one common design system for this?
• we also need a unified, singular understanding of how feedback collection works across all three platforms (less complication, more simplicity)
• if changes need to be made, lets change a OSFA design system as opposed to three separate products individually

Current problems

• designs being made for similar features among the three platforms
• large quality discrepancy between the interfaces developed for one brand over another - major inconsistencies
• Inconsistencies in similar actions within feedback collection - no rationale behind some of these design decisions
• distracting and unconventional UI elements and design language - violations of Jakob’s law
• some CES customers use more than 1 platform (they would benefit from consistent UI/functionality)