Text messaging tool

Final outcome after launch

Why did we built an in-house messaging tool ?

Business goals:

Arivo sought to streamline customer communication by integrating text messaging directly into its Loan Management System (LMS). The goal was to replace a third party tool, which had multiple inefficiencies, with a seamless, in-system messaging tool powered by Twilio.

User insights and challenges:

• Manual Notation: Users had to manually copy and paste messages into the LMS to comply with company policy.
• Fragmented Workflow: the third party tool operated on a separate interface, forcing users to switch between tabs to send and receive messages.
• Missed Notifications: Text message alerts were sent via email, often going unnoticed, leading to unread messages and delayed responses.
• Delayed Customer Engagement: Lack of timely intervention hindered relationship-building with borrowers.

Snapshot of user feedback from Hey Marvin

So Arivo management decided to integrate Twilio in our Loan Management System. Twilio provides only the API and we designed and launched the user interface for the text messaging tool.

Solution and outcome:

We designed and launched an integrated text messaging interface within the LMS, powered by Twilio’s API. This solution:

• Automated message logging, eliminating the need for manual copy-pasting.
• Enabled real-time messaging within the LMS, reducing context switching.
• Implemented in-system notifications to ensure timely responses.
• Improved borrower engagement, leading to better customer relationships and operational efficiency.

Design journey

User flow

Based on user insights and business goals, we mapped out a user flow outlining key features and functionalities.

Wireframes

Wireframes were designed for each feature and function and presented to the user group for feedback. Below are a few samples.