Gone SMS
Role: Product Marketing, Product Management, & Design
Gone SMS emerged from a discovery that Gone’s iOS app was contributing to a disconnect between users and customer support, which dramatically reduced trust and generated negative experiences.
I designed mockups, wrote site copy, created templates and images for social media & advertisements, defined the launch strategy, and wrote a large directory of guidelines and situational responses for the operators.
The Problem
The Hypothesis
“A conversational interface will increase average value/item by 50% after 30 days.”
Operator View
Click here to try out my original prototype.
Marketing
Landing Page, Waitlist.
GoneSMS’s design was a derivative of the original branding of Gone. The site continued to communicate to users the style and headspace of a minimalist and deliberate lifestyle. I implemented the design and copy of the landing page.
GoneSMS was launched with a wait list and referral program. I worked with my colleagues to link up the front end with a custom dashboard to manage signups, referrals, wait list positions, rewards, and item sales.
My dashboard prototype can be found on Github.
Outcome
Both operators and users loved the new conversational UX. Connecting the support team with users via text directly increased the number of sales per user and encouraged the sale of higher value used goods. We found that Gone’s overall average item value increased by 220% one month after the SMS launch.
Gone SMS as well served the company’s upcoming milestones by providing an opportunity for hands-on user research and insight into the expectations of younger sellers.
