SMS copy for Canada Post
Challenge
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.
Goal
Provide customers a convenient channel for notifications on their shipments through text messages.
Constraints
Character limit
The initial character limit was 160.
No customization
Event descriptions are not tailored to SMS messages.
No personalization in the messages.
No support
No information to contact support.
Team
My input
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UX writer (me)
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Product designer
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Business owner
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UX manager/director
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Solution architect
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Business domain architect
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Usability score
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Competitive analysis
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Copy recommendations
Early mockups + usability score
Competitive analysis
Solution: remove barriers for better UX
Character limit
The initial character limit was 160. We were able to increase it by almost 2X for most scenarios.
More customization
Can override some existing event descriptions and include merchant name.
Limited support
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
Outcome
18,000+ messages deployed in 2 days, right before the holiday season.
Suggested success metrics
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Support volumes
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Customer satisfaction
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Signups versus opt-outs