AI & Product
Message Blast
Redesign of Inphonite’s Message Blast tool to reduce cognitive load, clarify delivery logic, and improve trust in high-stakes healthcare messaging.
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Client
Year
Project overview
Inphonite’s Message Blast tool allows healthcare teams to send time-sensitive messages (SMS, voice, fallback) to thousands of patients. While powerful, the legacy experience placed high cognitive load on users making critical delivery and cost decisions.
I led the end-to-end redesign of the Message Blast flow to improve clarity, reduce errors, and make system logic—such as scheduling, priority, and credit usage—explicit and trustworthy.
Problem
The original experience surfaced too many decisions at once without clearly communicating consequences.
Key risks for healthcare teams:
Sending messages at the wrong time
Overspending credits unintentionally
Contacting the wrong patients
Approach
Reduce cognitive load for first-time and repeat users
Make system behavior and trade-offs explicit (queue, priority, credits)
Increase confidence before sending high-volume messages
Create a scalable flow aligned with future messaging tools
Solution
Step-Based Flow
Re-architected the experience into a guided 4-step wizard: Message setup, scheduling, audience selection, and final review—reducing cognitive load while preserving flexibility.
Clear Scheduling & Priority Logic
Scheduling and priority are explicit and intentional. Immediate vs. scheduled sends are clearly separated, and high-priority messaging surfaces its queue behavior and increased credit cost upfront.
Transparent Audience Insight
Audience selection shows real-time visibility into who is reachable, excluded, or missing contact information—removing guesswork before sending.
Explicit Cost & Impact Review
A consolidated review step summarizes delivery method, timing, recipients, and credit usage. Required acknowledgements ensure users confidently confirm impact before sending.
Result
Reduced cognitive load for high-stakes actions
Fewer accidental high-priority sends
Increased confidence before large-scale messaging
Established a scalable foundation for future messaging tools
The redesigned flow balances power and safety—giving healthcare teams control without overwhelm.
What’s Next
Saved audience presets for repeat campaigns
Delivery simulations for large sends
Expanded reporting tied to audience filters
