Simplifying Multimedia Messaging

Building a seamless MMS experience to empower users to engage audiences.

Role

Lead Product Designer

Industry

Telecommunications

Duration

3 months

When text isn’t enough

TransmitSMS customers loved the simplicity and reliability of SMS campaigns. But as messaging strategies evolved, so did the need for richer, more engaging formats like MMS. However, the existing platform fell short—users faced fragmented workflows, buggy infrastructure, and limited scalability for multimedia campaigns.

Our challenge was clear: design an intuitive, seamless MMS experience while maintaining the platform’s trusted simplicity and reliability.

Listening to users at every step

To address the need for an MMS solution, we began by deeply understanding our users’ pain points and workflows. Through interviews, surveys, and workshops, we uncovered five critical user needs:

  • Cost Transparency: Users wanted clear previews of campaign costs before sending.

  • Media Previews: Seeing exactly what the recipient would get was crucial for user confidence.

  • Scheduling Control: Advanced scheduling capabilities were essential for managing workflows.

  • Error Handling: Failed campaigns caused frustration—users needed clearer guidance to resolve issues.

  • Unified Interface: Switching platforms for SMS and MMS was time-consuming; users needed an all-in-one solution.

These insights became the foundation of our strategy: a seamless MMS experience that integrates effortlessly into the existing SMS platform while solving key user frustrations.

Simplifying complexity

Building on these insights, we prioritised features using Kano modeling, $100 Test exercises, and competitor analysis. Key findings included:

  • Scheduling campaigns was the most requested feature.

  • Tracked links were essential for measuring campaign success.

  • Media previews were necessary for user confidence.

We defined a SMART goal:

“Enable a single TransmitSMS user to successfully send an MMS campaign to 100 recipients via the TP public API by Q3 2021.”

This prioritisation informed a clear roadmap for the project:

  • MVP Build: Launch core MMS sending with scheduling and cost previews.

  • Iteration 1: Add activity tracking for campaign performance.

  • Iteration 2: Enhance reporting with opt-out metrics and deliverability stats.

The design in motion

Designing the MMS interface required seamlessly embedding new functionality into the existing TransmitSMS platform without adding bloat. Key elements included:

  • Cost Transparency: Real-time cost summaries for user confidence.

  • Media Previews: A static preview mockup reassured users.

  • Integrated Scheduling: Users could set precise delivery times.

  • Error Validation: Clear messaging guided users through potential issues.

Collaborating with engineers

Rebuilding the backend infrastructure to support MMS at scale was a key challenge. Our engineering team worked closely with product and design to:

  • Integrate New APIs: Replaced the outdated Sendsei infrastructure with APIs from TP and Sinch, reducing failure rates for large MMS campaigns.

  • Build Scalability: Designed systems to handle high-volume campaigns with features like tracked links and scheduling.

  • Ensure Seamless Transitions: Resolved compatibility issues to create a smooth experience for users switching between SMS and MMS.

This collaboration ensured the final product was not only functional but scalable and reliable.

Testing, learning, and improving

We conducted three rounds of usability testing using the Think Aloud method to refine the MVP. Key findings included:

  • Prominent MMS Link: Users struggled to find the “Send MMS” link, so we made it more accessible.

  • Clearer Onboarding Form: Redesigned as a modal to avoid confusion.

  • Cost Transparency: Added itemised costing under the campaign summary for clarity.

Results:

  • 86.6 SUS score (Excellent).

  • Average onboarding time under 30 seconds.

Delivering the MVP

The MVP was delivered on time and on budget, achieving our SMART goal. Core features included:

  • Send MMS tab with cost previews, media uploads, and scheduling.

  • Unified Activity tab for tracking both SMS and MMS campaigns.

  • Backend integration with Sinch and TP for scalable, reliable delivery.

What’s next?

With the MVP live, future iterations will focus on:

  • Media Library: Store and manage frequently used files.

  • Advanced Reporting: Add link tracking for deeper campaign insights.

  • Custom Templates: Allow users to create and save personalized MMS templates.

  • Global Expansion: Roll out MMS capabilities to new regions.

Reflections

This project was more than adding MMS functionality—it was about transforming how users engage with multimedia messaging.

Key Takeaways:

  • Collaboration: Close alignment across product, design, and engineering was critical.

  • User Insights: Research ensured every feature addressed real needs.

  • Agile Iteration: Iterative testing and refinement allowed us to deliver an intuitive, scalable MVP.

With the MVP live and new features on the horizon, TransmitMMS is poised to help businesses connect with their audiences in more impactful ways.

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Cameron McLaren

Cameron McLaren

Cameron McLaren