Infobip

Infobip is the global communications backbone for many companies in the tech industry, including Facebook, Uber, Whatsapp, and LinkedIn. Their primary service offering is business to consumer messaging. If you’ve even received a text letting you know your Uber is arriving, you’ve interacted with Infobip servers.

Infobip first came to DT with an idea for a new service offering named Parseco. They envisioned a mobile app that could connect people with the brands they love. They tasked us with designing a client web project to allow brands to interact with the service. We first hosted their executive team, including the CEO, for a week-long project kickoff. During this time I ran a series of brainstorming exercises to help gather their initial product vision.

We focused on designing three primary experiences:

Dashboard. To provide a quick overview on how the campaign was doing overall.
Segments. Acted similar to an address book. The client could easily combine contacts into recognizable groups and better connect them to targeted campaigns.
Messages. Allowed the client to manage their current messages, create new ones, and track the effectiveness of each campaign.

After successfully bringing Parseco to life, Infobip asked us to tackle their complete web product. Their interface had become the victim of feature creep and inconsistent styling, which hindered usability. We traveled to their headquarters in Croatia and listened to the needs of as many departments as possible: everything from customer support to marketing. This allowed us to understand the full range of objectives I’d be required to solve. Upon returning home, our developers, strategists, and I got to work.

However, this was not just a refresh of the colors. We needed to simplify, restructure, and reimagine every element of the web product. What started as a designer/strategist team grew into multiple designers, strategists, and developers. We spent a year and a half white-boarding, prototyping, collaborating, designing, and iterating. We would have video chat check-ins with the client, which made our 6,000 mile separation seem non-existent. The result was a simple to use, feature rich web product that now successfully delivers over 10 million text messages a day.

While their mobile app was handled by a separate agency, we were tasked to rework the on-boarding flow. In an attempt to match the existing app style, we referenced UserOnBoard to follow best practices. The Parseco is available on the App Store with this flow featured.