[Case 03]
Enabled Seamless Bulk, Group & Single Messaging with Improved Efficiency
Fintech
Designing Scalable SMS Platform for Bulk, Group & Automated Messaging
Improving Messaging Efficiency Through Simplified SMS Configuration & Workflows
[Project Overview]
Built and optimized the SMS settings experience for Omeya, a platform used for sending bulk, group, and single messages at scale. The existing setup process was complex, requiring manual configuration and creating friction for users managing campaigns.
I redesigned the SMS configuration flow by simplifying authentication setup, structuring API parameters, and improving usability across key touchpoints. This enabled users to quickly configure messaging services and execute campaigns with minimal effort.
The solution streamlined messaging workflows, reduced setup time, and improved overall efficiency for businesses managing high-volume communication.
[Problem Statement]
Users faced difficulty configuring SMS services due to a complex and fragmented setup process involving authentication, API parameters, and multiple messaging options (bulk, group, single). This led to increased setup time, errors in configuration, and inefficiencies in executing messaging campaigns at scale.
[Industry]
Fintech
[My Role]
UI UX Designer
[Platforms]
Desktop
[Timeline]
August 2022- December 2022
[Persona]
Samuel Raita
Marketing Manager
I regularly run SMS campaigns and need a fast, hassle-free way to configure and send messages at scale. Complicated setups and unclear workflows slow me down and impact campaign performance
Age: 29
Location: Bengaluru
Tech Proficiency: Moderate
Gender: Male
[Goal]
Quickly configure and send bulk SMS campaigns without complex setup
Ensure reliable message delivery and trust the platform for large-scale communication
Manage and optimize messaging workflows efficiently across campaigns
[Frustrations]
Long or confusing checkout processes.
Lack of clarity in authentication and API configurations
Inefficient workflow for managing high-volume messaging campaigns
[Process]
[01] User Research
Conducted interviews with marketing and operations teams to understand challenges in configuring SMS services, managing campaigns, and handling bulk messaging workflows.
Analyzed user behavior and platform usage data to identify drop-offs and friction points in SMS setup, authentication, and campaign execution
Performed competitive analysis of messaging platforms to identify best practices in SMS configuration, usability, and workflow efficiency.
[02] Insights
Users struggled with unclear error messages and complex configuration fields during SMS setup.
Users found it difficult to navigate and manage bulk, group, and automated messaging workflows efficiently.
Users needed a reliable and trustworthy system to ensure successful message delivery at scale.
[03 Design Solution]
Simplified the SMS setup process by restructuring authentication, API configuration, and messaging workflows into a clear, step-by-step flow.
Improved form design with better labeling, guided inputs, and contextual help to reduce errors and simplify configuration.
Introduced better workflow management for bulk, group, and single messaging, enabling faster campaign execution.
[04] Testing & Iteration
Conducted usability testing with users to validate the new SMS setup flow and identify remaining friction points.
Iterated on design based on feedback, improving clarity in error messages, field guidance, and workflow navigation.
Measured improvements in setup time and user efficiency, ensuring a smoother and faster messaging experience.
[Outcome]
Reduced SMS setup time by 30% through simplified configuration flow
Improved campaign efficiency with faster bulk and group messaging
Enhanced user satisfaction and ease of use through clearer workflows and error handling
[Key Learnings]