Autoresponses

Managing unexpected replies in Attentive

Attentive provides SMS marketing for over 3,000 of today’s most influential brands and they’re upping their game with 2-way message step. With 2-way, subscribers will have the ability to “converse” with brands from a set of prompted replies, similar to how online quizzes work. It’s a fun way to engage users and works great when users reply as intended, but what happens when they don’t? How do those replies get handled?

In the first quarter of 2021, I led research and design for the evolution of Attentive’s autoresponse feature. The breadth of this work included research and analysis of over 20 competitors, customer insights from over a half dozen interviews, project management, and design delivery.

One of several autoresponse concepts drafted during discovery

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