Responding to personal needs in the SMS texting application

Helping to improve the quality of the conversations will help build trusted relationships with people reaching out for help.

Feature development for the texting tool in Gloo App



My Involvement

Design Lead
UX Research
User Testing & Analysis
Visual Design
Performance Monitoring
Feedback Gathering
Stakeholder Collaboration
Product Strategy


Web-based Browser


User monitoring and Data Intelligence uncovered the three primary problems with responders replying to Explorers


Some responders are not sure if they are able to give the Explorers the help they need.


When a responder replies to an Explorer, the original contact request is not in the conversation thread.


Some responders do not know how to talk about certain topics with Explorers.

The Opportunity

How might we help responders be informed, mindful and prepared to respond to an Explorer message?


Research's primary key findings are turned into goals for the application rebuild to solve for.


Responders should know what to expect from conversations with Explorers. Offer avenue to report crisis situations.


Responders should be aware on how the Explorer may perceive the conversation on their end


Responders should be able to respond to most message topics on a high level with, make key pointers available.

Primary Archetype

The Responder is primary user archetype that interacts with the end-user (Explorer) in the texting application.

User Archeypes for the Texting Application
Primary Persona Archetypes interacting with the texting application, based on research conducted by contracted agency.

Sketching & Wireframes

The initial feature went through design iterations — starting with the preferred end state — designing back to a version we can easily test the market fit for the feature.

Texting Appliation Conversation Prompts sketching
Texting Appliation Conversation Prompts design exploration

Release Plan for Conversation Prompts

This feature will be released iteratively, allowing us the test viability of the feature quickly.

  1. Lite Release
    This iteration will contain limited topics, one content type and basic filtering functionality.
  2. Expand Topic Database
    Allow more topics to be added based on conversation topics actively discussed in conversations.
  3. Enhance Prompt Discoverability
    Allow responder to easily find prompts by content type, topic, author or by searching the keyword.

** During the design stage of this feature the delivery date was moved back on request of the business. I closely collaborated with development to design an iteration with a lower tech lift to accommodate for the posed time constraint.


Conversation Prompts

With a limiting time constraint Conversation Prompts is introduced in a minimal viable approach without sacrificing the user experience of the feature.

Adjusted UI

For this quick iteration the conversation prompts are presented in a modal versus the preferred on page integration.

UI adjustment for the conversation prompts feature

Limited Topics

With a limited amount of content, basic filtering will suffice and will allow the responder to easily find the appropriate prompt.

Prompt discovery adjustment for the conversation prompts feature


Conversation Prompts Lite

While we monitor the usage of the feature for issues, we are also looking to see what the most common prompt topics are to drive content strategy for the business.

51.12% of total prompts viewed are inserted

Of the total prompts viewed, 51.12% of prompts are inserted into a message.

What's Next?

Would you like to know more?

Curious about some of my findings, feature stickyness in different environments, or my exploration work for conversation management?