Client
Mad Mobile
Overview
Concierge drives retail sales through personalization. Associates relied on personal phones for outreach. As Senior Product Designer, I led a three-month project to integrate messaging for the January 2025 release.
Client
Mad Mobile
Industry
Retail
Service
Messaging
UI/UX
Systems Thinking
Content
Duration
Nov - Jan 2024-25
The Challenge
Associates used personal phones for clienteling, disrupting workflows and scattering communication efforts across platforms. Without in-app messaging, especially tied to AI segments, outreach was slow and inefficient, limiting targeted sales opportunities and frustrating teams.
The Solution
OOUX and ORCA mapped messaging objects and relationships, ensuring seamless integration with AI-driven segments for targeted outreach. Competitor research informed a user-centric design tailored to associate needs. The solution introduced in-app messaging with segment-linked replies for efficient bulk communication, clear conversation flows to maintain context, and embedded product sharing to drive sales, keeping associates in-platform and aligned with their intuitive workflows.
The Result
Associates stayed in-app, eliminating external app use. Segment-linked replies sped up outreach. Product sharing boosted sales potential. The messaging system is set for AI enhancements in January 2025.
