Redesigning Aircall Messaging Foundation
Kyle Hazan
Redesigning Aircall Messaging Foundation from scratch
As Aircall expanded beyond voice, I led improvements to the messaging app and helped implement MMS support—enabling users to send and receive multimedia content. This was a key step in enhancing the channel to meet growing demand for richer, more expressive communication.
01 - (Discover) - Understand the root problems of the current experience
40k+ messaging users daily
~15% churn tied to messaging flaws
5% negative NPS from messaging limits
~20% YoY SMS growth
Messaging Hub
+1,200 Support tickets analyzed
Unclear expectations and fragmented user experience
Missing core features like MMS
Messaging seen as unreliable; many teams stopped using it or created workarounds
12 User Interviews
Unclear expectations and fragmented user experience
Messaging was hard to find or overlooked
UI felt outdated and unintuitive
Lacked expected features (e.g., attachments,)
Users turned to personal apps like WhatsApp as a workaround
“I need to access my SMS easily to have confidence that I’m not missing an unread/unanswered message from a customer, in order to manage a large number of conversations at once.”
02 - (Define) - Pinpoint the opportunity and reframe the problem
How might we transform messaging from a pain point into a reliable, scalable, and consistent experience that drives engagement and retention?
03 - (Develop) - Explore, prototype, and validate new solutions
12 Users tests
with real customers via Zoom using a Figma prototype. Complemented with Ballpark app to analyze heatmaps, clicks & drop-offs.
90% Success rate
Usability testing showed a great understanding rate of new messaging model when performing various tasks.
04 - (Deliver) - Launch & measure impact of the improved experience
Key Results
-72% faster response time (601 → 288 min)
-77% faster message view (431 → 190 min)
100k+ MMS in 90 days
90% MMS satisfaction rate
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Posted Aug 27, 2025
Redesigned Aircall's messaging app, adding MMS support and improving user experience.
