Multi-Channel Panel Design | Amrita Ramdas Portfo

Multi-Channel Campaign Creation

A new Multi-channel campaign creation feature was introduced in our Product to enable users to launch coordinated campaigns across multiple messaging platforms—like SMS, Email, WhatsApp, and Push Notifications—within a single, unified flow.

My Role: Product Designer

Tools used : Figma, Jira, Confluence

The Challenge

MessageSuite is a unified messaging platform designed to streamline communication across multiple channels — WhatsApp, SMS, and Email. While the product allowed campaign creation for individual channels, users needed a faster, more efficient way to create multi-channel campaigns in one go

Research & Discovery

We began by gathering insights from:

User interviews with marketing teams and customer engagement managers.
Support tickets highlighting repetitive pain points in single-channel campaign setup.
We examined how other platforms like Yotpo, MSG91 structured their campaign creation flows

Key Findings

The findings below guided our design decisions:

Users had to create separate campaigns for each channel manually which was time consuming and confusing
Not all customers use the same communication platform. If a campaign is sent through only one channel, many users might miss the message if they don't actively use that platform. This made it difficult for users to manage the risk of missing important communications, especially in time-sensitive messages for certain customer groups
Users expressed frustrations with the manual effort required to track messages and reinitiate campaigns through alternative channels
In the absence of conditional logic, users had to manually monitor the campaign reports and create follow-up campaigns
Users were looking for better ways to react to message status. For example, sending a follow-up only if a message was read but not clicked
Users were frequently recreating similar campaigns from scratch, highlighting a need for an easy way to duplicate and reuse existing campaign setups

Design Solutions

The targeted solutions to improve the overall campaign creation experience:

We introduced a unified campaign creation flow that allows users to configure and launch multiple channel-specific campaigns within a single interface. This streamlined the process, reducing manual work and providing better visibility and control.
We introduced dynamic conditions-based triggers that allow users to set follow-up campaigns based on message status (e.g., “Send WhatsApp message if SMS is not delivered within 5 minutes”)
To reduce user frustration and increase flexibility, we introduced a "Save as Draft" feature. This allows users to exit the flow at any point without losing progress. Campaigns are automatically saved as drafts, so users can return later to complete or edit them before launch. This gave users more control over their workflow, reduced the pressure to complete everything in one go, and ensured better decision-making by allowing time for review.
We introduced Import and Export functionality within the campaign creation flow. Users can now, export an existing campaign configuration (including all channel settings and content) with a single click and Import the exported configuration into a new campaign flow to reuse the structure. This allows users to quickly duplicate, modify, and launch campaigns without starting from zero, ensuring both speed and consistency

Multi-Channel Campaign Creation

Research & Discovery We began by gathering insights from:

User interviews with marketing teams and customer engagement managers.

Support tickets highlighting repetitive pain points in single-channel campaign setup.

We examined how other platforms like Yotpo, MSG91 structured their campaign creation flows

Key Findings The findings below guided our design decisions:

​

Users had to create separate campaigns for each channel manually which was time consuming and confusing

Users expressed frustrations with the manual effort required to track messages and reinitiate campaigns through alternative channels

In the absence of conditional logic, users had to manually monitor the campaign reports and create follow-up campaigns

Users were looking for better ways to react to message status. For example, sending a follow-up only if a message was read but not clicked

Users were frequently recreating similar campaigns from scratch, highlighting a need for an easy way to duplicate and reuse existing campaign setups

Design Solutions The targeted solutions to improve the overall campaign creation experience:

​

​We introduced a unified campaign creation flow that allows users to configure and launch multiple channel-specific campaigns within a single interface. This streamlined the process, reducing manual work and providing better visibility and control.

We introduced dynamic conditions-based triggers that allow users to set follow-up campaigns based on message status (e.g., “Send WhatsApp message if SMS is not delivered within 5 minutes”)

Research & Discovery

We began by gathering insights from:

Key Findings

The findings below guided our design decisions:

Design Solutions

The targeted solutions to improve the overall campaign creation experience:

We introduced a unified campaign creation flow that allows users to configure and launch multiple channel-specific campaigns within a single interface. This streamlined the process, reducing manual work and providing better visibility and control.