Storis CXM - Message board final design

Storis CXM - Message board final design

*This is the approved design layout that we used for the actual CXM interface..

The Background:
Here the design language through the elements and components come together. The design system provided a framework in the creation of a messaging board feature. However, that is only one part of the foundation. On top of this we developed all of the information architecture and related user work flows.

The message board sits within a project file to allow users to express problems, issues and concerns and provide commentary, within the product itself. Users can also tag and add other users to the conversations. They can also tag service desk tickets, clients impacted and attach files.

We did not want this to replace a direct messenger like Slack but create a forum for all project related conversations, tags and files in one place.

This is an initial release project but you have to design it with a mindset that it will evolve and change. User requirements on paper, tend to differ from what they ultimately value when they start to use and experience the system. You must be willing to grow and develop your product, and value user feedback and data metrics to drive changes which lead to greater user acceptance and efficiency.