Notification Updates

While interning as a product manager at SMS Assist, I spearheaded the "Notifications Update" initiative. Through discovery session interviews, employing the '5 whys' technique, I tapped into the actual needs of the Customer Service Representatives (CSRs). Through discovery sessions, I unearthed that the prevailing notification system was not just ineffective but also costly for SMS Assist. 

The crux of the problem was the bombardment of notifications; every team member, including the team lead, received alerts for every single activity linked to anyone on their team. This setup was spawning thousands of superfluous notifications daily, sidetracking the CSRs and causing some important notifications to be missed. Collaborating with the UI and UX team, we devised a solution allowing refined notification filtering. For critical alerts, the full team would still be kept in the loop about their team's activities. However, they only received notifications related to their personal work for anything else. 

The result? A streamlined notification system that saved CSRs about 10-20 minutes daily, freeing them from the incessant barrage of pop-ups and many very grateful CSRs that this problem had been resolved. This solution was eventually implemented as part of company wide initiative to transfer to a fully digital platform.