SMS Inbox Redesign

SMS Inbox Redesign

I led the redesign of the internal SMS inbox used to manage SMS messaging with users.


The EX Program uses text messaging to support users on their journey to quit smoking. Previously, we relied on a third-party platform to manage incoming and outgoing messages. This year, our team decided to transition away from that platform and build our own messaging system using Ginzu, giving us more flexibility and control.

Company

Truth Initiative - EX Program

Date

2025

Industry

Digital Health

Scope of work

UX/UI

Product Design

Wireframing

Problem

The previous inbox tool lacked flexibility and didn’t align well with how our team manages communication. Message organization was limited, and key user details were hard to access. We needed a more efficient, customizable solution that would give our team better control and streamline the way we support users through text messaging.

Research

Research

I began by gathering input from internal team members who used the old platform daily. Their feedback helped highlight pain points around message sorting, visibility into user context, and delays in response time. I also researched best practices in messaging UI and studied patterns from help desk and live chat platforms to guide our design decisions.

Design Process

Based on team input, I designed a new inbox prototype that included key features like message IDs, sponsorship status, and filters for unanswered, answered, and urgent messages.


The layout prioritized quick actions such as reply, clear, and opt-out, making them easily accessible. Selecting a message opened a dedicated reply panel at the bottom of the screen for seamless conversation flow. I focused on making the experience intuitive and aligned with how the team handles high-volume communication.

After presenting the design to the Product team overseeing SMS operations, I incorporated their feedback and received approval to move forward. Finally, I wrote JIRA tickets to support development.

Research

To begin, I spoke with the product design team to better understand what information would be most valuable for users to view and update. These conversations also helped clarify what types of data we could collect to improve the user experience.


Afterward, I conducted preliminary research to identify best practices for gathering and organizing this type of user information effectively.

Process starts

To begin, I spoke with the product design team to better understand what information would be most valuable for users to view and update. These conversations also helped clarify what types of data we could collect to improve the user experience.


Afterward, I conducted preliminary research to identify best practices for gathering and organizing this type of user information effectively.

Solution

The final design combines clarity and efficiency, allowing the team to sort and filter messages, track their status, and respond quickly. Collaborating closely with developers ensured the design translated into a functional inbox that improves user support and team workflow.

After writing a few dev tickets, the system was successfully deployed for internal use within the company.

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