A One-Stop Hub for Streamlining Twilio Internal Communications

Overview

The Communications team is responsible for the all of the internal and external communications across Twilio.  Previously, their process involves multiple manual steps and different systems that they use in order to receive comms intake requests from internal Twilions to publishing communications to relevant teams.  Additionally, technical account managers, solutions engineers, and account managers also needed  better way to view customer comms. The Comms team came to our development team to ask to create a one stop shop solution for all comms processes in order to more efficiently create and send out comms to various audiences. 

Cross-team collaboration

Worked with the design system team and R&D admin team to ensure that the experience was consistent with the new design standards for internal tooling and the system was well integrated with the admin tool.

Led design reviews with users and stakeholders in order to ensure that designs were aligned with business goals.

User testing

We conducted user testing to determine if end users could navigate through the new experience.

High fidelity mocks & QA

We created high fidelity mockups and worked with the developers to ensure that they were implemented. We also did quick QA checks and worked on fixes with the developers to ensure that the design and functionality of features worked as expected.

  • Home page - view comms

  • Home page - manage comms

  • Create comms

  • View comms details

Results

  • Improved User Satisfaction: Earned positive feedback from the Communications team.

  • Accelerated internal workflows: Reduced time spent by Comms Managers on managing and reviewing internal communications.

  • Optimized communication visibility: Enabled Twilions to access internal and external communications more efficiently.