SMS copy for Canada Post
Text notifications help provide customers with key information, but the initial project constraints stopped us from providing the best user experience– possibly leading to a drain on our company’s customer service resources.
Provide customers a convenient channel for notifications on their shipments through text messages.
The initial character limit was 160.
Event descriptions are not tailored to SMS messages.
No personalization in the messages.
No information to contact support.
UX writer (me)
Business domain architect
Early mockups + usability score
Solution: remove barriers for better UX
The initial character limit was 160. We were able to increase it by almost 2X for most scenarios.
Can override some existing event descriptions and include merchant name.
Provide details on contacting support.
Working with stakeholders in Miro
Collaborating in Miro to come up with the final prototype.
Sample early mockup
Sample final prototype
18,000+ messages deployed in 2 days, right before the holiday season.
Suggested success metrics
Signups versus opt-outs