Staying consistent

Utilizing our design system to keep the 1:1 Twilio form consistent with Nutshell UI.

Helpful form guidance

Displaying additional helper copy and info cards to explain why customers need to fill out the form.

Form status indicator

Added persistent status labels for each step of the way to help reassure users of their submission progress.

Two-step selection

Keeping simple steps to eliminate errors and guide focus during phone number selection.

Refreshable options

Letting users generate new numbers if none felt right, allowing more customization and control.

Clear confirmation

Building confidence by adding success states and visual number status when numbers were active and ready to use.

Lightweight onboarding concept

Built a modal walkthrough to introduce users to the inbox for creating familiarity before sending a text.

Visual first explanation

Guided users through message composition with focused copy and visuals

Early MVP decisions

Even though the intent for additional onboarding information was good, this modal concept was cut from release.

Designing for familiarity

Built a chat-style interface that fits within the CRM for pattern recognition of real-world scenarios.

Quick thread visibility

Included visual indicators within the conversation previews to help users understand the thread state at a glance.

Building for scale

Inbox structure designed to accommodate future real-time conversation tools and integrations.

Platform-wide scaling

Ensured text functionality integrated across people, company, lead pages, and timelines so users would never miss a message.

Contextual nudges

Included dynamic banners within text threads that tied to enrollment, credit states, and issues for additional help and guidance to next steps.

Seamless across contacts

Enabled dropdown logic for handling multiple people within leads or companies for better conversation organization.