Zenloop

Inside the Zenloop project.

The brief

Zenloop is a B2B SaaS platform that helps mid-market and enterprise brands run customer-experience programs at scale — NPS, CSAT and CES surveys collected across every touchpoint, then turned into actions for the teams that own retention. Alongside the core platform sits Gominga — Zenloop's review-management product, which pulls in inbound reviews from marketplaces, app stores and listings sites and routes them to the teams that respond. The two products had grown up separately, with their own design languages, navigation patterns and component libraries. Makreate was brought in to lead a full UX and UI revamp of the entire platform, merging Zenloop and Gominga into a single, unified product experience — one navigation, one design system, one interaction vocabulary across feedback collection, review management, insights and action.

Discovery

This was a stakeholder-led engagement rather than an end-user research engagement. We ran working sessions with Zenloop's business stakeholders — product leadership, engineering, customer success and the commercial team — to map both products screen by screen, document where Zenloop and Gominga overlapped, where they conflicted, and which surfaces belonged together in the unified product. The output of discovery wasn't a research deck; it was a shared, stakeholder-validated picture of the merged platform's surface area, with explicit decisions on what to keep, what to consolidate, what to retire, and how Zenloop and Gominga concepts would coexist in the new navigation.

Strategy

We anchored the revamp on three principles. First, one product, one vocabulary — Zenloop and Gominga had to read as a single unified platform rather than two products glued together, which meant a single navigation model, a single filter pattern, a single empty state, a single way to compare time periods, applied everywhere. Second, the customer voice is the hero — NPS scores, open-text comments and inbound reviews lead every screen, with deeper analysis one click away rather than buried under it. Third, dark and light are equal citizens — operators run the platform on big monitors for hours, and the dark theme had to feel like a deliberate, considered surface in its own right, not an inverted afterthought.

Execution

End-to-end UX and UI: information architecture for the merged Zenloop + Gominga workspace, navigation and module structure for the unified product, and high-fidelity UI design across light and dark themes for every surface — the All Surveys list, the Survey detail, the Insights and Reports views, the Workflows builder, the Feed, and the Reviews module that absorbed Gominga's review-management flows. We rebuilt the design system from the navigation rail up — colour, typography, icons, table density, chart vocabulary, empty states, and filter chips — so the team can add new modules in the same dialect without re-deciding the basics every time.

Outcome

Zenloop and Gominga now ship as one product. The unified workspace reads as a single platform, the Reviews module sits naturally alongside Surveys rather than as a bolted-on second app, the Surveys list now surfaces movement (Promoters, Passives, Detractors and trend arrows) at a glance, and the dark theme reads as a first-class surface rather than an inverted afterthought. The component library has held up as new modules ship, which is the long-term test for any system redesign.

"Makreate took two products and made them feel like one. The merged Zenloop and Gominga workspace reads as a single platform, and the new design system holds up as we add new modules." The Zenloop team — Berlin, Germany

Explore Makreate UX Design →