Filevine is a legal management platform. It is customizable to help law firms manage their cases in a way that best suits their needs.
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PROBLEM
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In 2021 wireless carriers rolled out regulations for messages that are sent from an application to personal cell phones using 10-digit numbers (A2P 10DLC). These regulations are designed to make it easier for businesses to connect with their customers while also countering spam. As part of these regulations, businesses sending SMS messages through the Filevine application needed to register their use case with providers, as well as their numbers, to avoid messages failing to deliver, or being marked as spam.
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There were two tiers available that users could register under. Tier 1 was at no additional cost to the customer and included up to 5 numbers registered, and limited users to 3,000 (1,000 to T-Mobile) sent messages per day. Tier 2 was a paid feature that allowed for up to 5,000 registered numbers and more than 3,000 (1,000 to T-Mobile) messages sent per day.
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At the time we had a section within our Advanced tools that allowed org admins to manage the phone and fax numbers for each org within their instance. We planned to have the registration and texting managed within this section.
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I was the designated designer on a team with 4 developers, a QA, and a product owner. We were normally designated to work on billing and timekeeping but were the only team with the bandwidth at the time to take on this project. We were given 5 weeks to come up with a solution that would allow users to register their business (each org within the platform needed to be registered), and allow users to register each number before the regulation took place and customers faced service disruptions.
PROCESS
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Because this was a brand new interaction, I started brainstorming a user flow map. The majority of our users would only need to be registered for tier 1. The current state of the manage org phone numbers section had all phone numbers (texting and fax) in one spot. We decided to split them out into 2 different tabs within the section and also add a registration tab.
After understanding the user flow for org registration and number registration more, I started sketching and doing wireframes to understand the design of our solution.
Because this was a high-priority project and was under a very tight timeline, I went through multiple design reviews as well as executive design reviews of my wireframes with C-Level executives to make sure we were solving the correct issues and moving in the correct direction. After final approval from the CEO and Sr. Director of Technology, I started designing.
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While in the process of designing, I ran into a few issues due to needing a notification banner to show different statuses, which we currently didn't have within our design system. We needed the banner to remain consistent, and to have various states, including an error for when an org is not registered. I went through many different variations of notification banners until, with the help of a Sr. designer on my team, we were able to create one that we felt fit well with the rest of our design system.
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Completing high-fidelity designs and prototypes was where I spent the bulk of the 5 weeks. We did quite a few variations, and also did various rounds of editing the UX copy.
RESULTS
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Although this was a very large ask with a quick timeline, we were able to deliver a finished solution within the 5 week timeline with no glaring issues. Our existing customers were able to register both their orgs and numbers with no service interruptions.
View Full Prototype Below