We Developed an Experience Management Platform for a Customer Insights and Benchmarking Company



Client ReX

In 2019, working with talented designer Darby Manning, we developed an Experience Management Platform for ImpactSense, a leading customer insights and benchmarking company.

The platform, named ReX, is used by some of the largest telecom companies in the UK and has helped these companies to improve their customer experience and performance by helping them to discover problem points and by providing them with recommendations on how to improve.

ReX provides companies with an array of information, broken down in easy to understand charts, graphs and visual representations. ReX is equipped with rich features, such as the ability to compare performance in key areas, presented in graphs and charts, against competitors. ImpactSense collect data for these clients with their AI tools. ReX was built with the main aim of presenting that data in the most useful and intuitive way.

ImpactSense approached Aduro to design and develop ReX in 2019. Equipped with wireframes ImpactSense had previously had designed to help guide to process. Aduro brought in talented designer, Darby Manning, to being designing the UI following the wireframes that ImpactSense had provided while Aduro began planning how to breakdown the database and object schema in such a way that would allow reusability, dryness and induce scalability.

Aduro recommended, as part of our strategy discovery, to use a detached approach with the frontend built in React while fetching data from a Rest API.

One of the key challenges was how to structure the data for charts and graphs. All visual representations required their own object schema. Because of this, Aduro had to fully grasp the meaning of the chart data, and it's granularity, to accurately plan out the best way to break down the object schema and while encouraging reusability and normalisation of the data.

Bearing in mind this is a Saas product, Aduro had to ensure ImpactSense had a manageable way to import data for their clients, collected with AI tools and manually evaluated. Aduro chose a micro-service approach, enabling ImpactSense to upload data in a specific spreadsheet format into a system which would translate the data into the correct structure to update the ReX database via the Rest API.

Security was of course a big concern, aside from the usual OWASP audit, ReX had to ensure, considering this is a Saas product, that data could only be requested and written to and from the Rest API for companies in which the current user had a relationship with.

The launch was a big success, considering design began in September 2019 and development began in November 2019, ReX launched on 10th January, a 10 weeks turnaround on development. Aduro and ImpactSense continue to work on ReX, and have most recently improved some of the responsive features to improve UX on mobile.

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