AI & Product
Message Blast
Redesign of Inphonite’s Message Blast tool to clarify delivery logic, unify fragmented workflows, and improve confidence when sending high-volume healthcare communications.
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Client
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Project overview
Inphonite’s Message Blast tool enables healthcare teams to send time-sensitive communications (SMS, voice, fallback) to thousands of patients at once. While powerful, the legacy experience was fragmented across multiple areas of the product, making it difficult for users to understand how to create, schedule, and send a blast with confidence.
I led the end-to-end redesign of the Message Blast experience to unify the workflow, clarify system behavior, and ensure users clearly understood when messages would send, who would receive them, and how many credits would be used—before committing to a large-scale delivery.
Problem
The existing experience lacked a clear, linear flow for creating and sending a message blast. Key decisions were distributed across multiple screens, with limited visibility into system logic or consequences.
This led to several risks for healthcare teams:
Messages sent at unintended times
Unexpected credit usage and billing questions
Uncertainty about who would actually receive the message
Increased reliance on support to understand usage and setup
Approach
Create a clear, unified flow for creating and sending message blasts
Make delivery behavior, priority, and credit usage explicit at every step
Reduce errors in high-volume sends
Increase user confidence before committing to delivery
Design a scalable foundation for future messaging features
Solution
Guided, Step-Based Flow
Re-architected the experience into a clear, linear workflow: message setup, scheduling, audience selection, and final review. This reduced fragmentation and helped users understand where they were and what decisions mattered next.
Clear Scheduling & Priority Logic
Separated immediate and scheduled sends into explicit choices. High-priority messaging clearly communicates queue behavior and increased credit usage upfront—eliminating surprises after sending.
Audience Visibility
Audience selection surfaces real-time insight into reachable recipients, exclusions, and missing contact data, allowing teams to validate their audience before sending rather than troubleshooting afterward.
Final Review & Confirmation
A consolidated review step summarizes delivery method, timing, recipients, and total credit usage. Required confirmations ensure users understand the impact of their send before proceeding.
Result
Clearer, more intuitive message creation flow
Reduced accidental high-priority sends
Fewer support inquiries related to credit usage and message setup
Increased confidence when sending large-scale communications
The redesigned flow balances power and safety—giving healthcare teams control without overwhelm.
The redesigned experience balances flexibility with clarity—supporting high-stakes healthcare messaging without unnecessary complexity.
What’s Next
Saved audience presets for repeat campaigns
Delivery simulations for large sends
Expanded reporting tied to audience filters
Ability to upload csv files with the list of patients
