We achieved a 85% deliverability message.

Designing the cPaaS Platform
(Email and Messaging API)

Netcorecloud's customer experience platform helps marketers enhance conversions, user engagement, and retention across websites and apps. The platform integrates a suite of MarTech solutions, including customer engagement, product experience, cPaaS (Communication Platform as a Service), a customer data platform, the Raman AI engine, and Unbxd (search personalization).

ROLE

Research, Usability Testing, Design

SCOPE

user engagement, retention on websites & apps

TOOLS

Figma, Adobe XD

TEAM

Netcore

The Problem Statement

What is cPaaS? cPaaS (Communication Platform as a Service) is a cloud-based toolkit that allows businesses to integrate communication features such as messaging, voice calls, and video into their apps. The platform is secure, scalable, and developer-friendly, offering seamless communication across different channels, tailored to the needs of businesses and their users. This all-in-one solution helps companies maintain consistent, branded communication with their customers.

Netcorecloud operates two separate API services: one for Email (previously Pepipost, an established email service provider) and another for SMS (formerly Bizbond). These platforms were acquired independently and were not designed as a unified communication service. The challenge was that the existing solutions lacked interconnectivity, hindering seamless integration and failing to meet client needs for a comprehensive, 100% reliable communication API.


Current issues:

    • Separate, unconnected platforms for Email and SMS.
    • Limited scalability and customization options.
    • Complex integrations and security concerns.
    • Lack of a unified experience for users across both communication channels.

Source of Problem Statement

As the first designer, our initial step should be understanding the problem and how to arrive at it. Gather feedback from users (marketers & Product Managers) for single API, they not hustle to manage bill and integration. That also difficult for manager and organization to multiple product.

Solution

Our solution was to design a unified cPaaS platform that would seamlessly integrate email, SMS, and other messaging APIs into a single, cohesive service. This new platform simplifies the integration process for developers and organizations, offering a more streamlined, customizable, and secure solution.

Key Features:

  1. Universal API Service: A single API that serves as the foundation for both messaging and email services, allowing for easier integration and consistent communication across platforms.
  2. FallBack API: A feature that guarantees 100% deliverability by prioritizing the preferred communication channel, ensuring that messages are delivered successfully by using a secondary channel in case of failure.
  3. Messaging API Integration: Added support for popular messaging platforms such as WhatsApp, RCS, and Viber, expanding the reach of the communication platform.

Prototypes Created:

  • Email API Prototype
  • Messaging API Prototype
  • Bot Builder Prototype

 

Impact/Outcome

  • 85% Message Deliverability: We successfully improved deliverability to 85%, optimizing performance and customization capabilities across the platform.
  • Positive Client Feedback: Key clients, including Broadcast News, CleverTap, Flipkart, Myntra, and others, provided positive feedback about the improved user experience and API performance.
  • Developer-Focused Integration: The unified API greatly simplified integration, with easy access to services like Google Cloud, Zapier, and other marketplace integrations, making it more developer-friendly.
  • Consistent User Experience: The overall product experience was made more consistent, aligning with the design language and user interface of other Netcore products.

Design System & Style Guidelines:

We adopted Infinity 2.0, the internal design system, to ensure consistency and scalability across the platform. The design system includes reusable components, patterns, and styles that were tailored to meet the specific requirements of the new platform. > Design System Link: Infinity 2.0 Design System The follwing are some of the updated design sytem guidelines
Our design system, named Infinity 2.0, is structured around the principles of atomic design, which helps create a cohesive user experience. The system is divided into three levels: Atoms, Molecules, and Organisms.
Atoms
  • Atoms are the basic building blocks of our design system. They include fundamental elements like buttons, input fields, colors, and typography.attached few buttons and color palettes.
Molecules
  • Molecules are formed by combining atoms to create simple components. For example, a search bar can be a combination of an input field (atom) and a button (atom). attached search bars or form fields below
Organisms
  • Organisms are more complex components formed by combining multiple molecules and atoms. They represent distinct sections of a page or application, such as a header, footer, or card. attached headers or product cards below

User Journey

The User Journey for our cPaaS platform is designed to ensure a smooth and engaging experience for users as they interact with various features. Below, we elaborate on the key components of the user journey, including the Login and Onboarding Experience, Messaging API Platform, Email API Platform, Omni-Channel Bot Builder Platform, and User Acceptance Testing (UAT).

Login and onboarding Experience

The journey begins with a unified login experience that allows users to access both the Email and SMS APIs through a single interface. This design choice minimizes barriers to entry and enhances user satisfaction.
  • Welcome Tour: Upon logging in, users are greeted with a welcome tour that highlights the platform's key features. This tour is interactive, allowing users to explore functionalities at their own pace.
  • Setup Wizard: The onboarding process includes a setup wizard that guides users through essential configurations, such as API key generation and channel selection. This step ensures that users can quickly get started without feeling overwhelmed.
  • Resource Center: Users have access to a comprehensive resource center filled with tutorials, documentation, and FAQs. This support system empowers users to troubleshoot issues independently and learn more about the platform.
The below is the login interface and onboarding tour.

Messaging API Platform

The Messaging API Platform is a core component of our cPaaS offering, integrating various messaging channels like WhatsApp, SMS, Viber, and RCS into a single interface.
  • Integrated Communication: Users can manage all their messaging needs from one platform, simplifying the process of engaging with customers across different channels.
  • Scalability and Customization: The platform is designed to scale with user needs, allowing businesses to customize their messaging campaigns easily. This flexibility is crucial for adapting to changing market demands.
  • User Engagement: By providing a unified messaging solution, businesses can create personalized campaigns that resonate with their audience, leading to improved engagement and conversion rates.
The below is the Prototypes of the Messaging API interface showcasing its features.

Email API Platform

The Email API Platform is designed to facilitate high-volume email delivery, focusing on deliverability, analytics, and ease of integration.
  • High Deliverability Rates: Our Email API is built to ensure that emails reach their intended recipients, boasting impressive deliverability metrics. This reliability is essential for businesses that rely on email for communication.
  • User-Friendly Integration: The platform supports both SMTP and HTTP API options, making it accessible for various user needs. This flexibility allows businesses to choose the integration method that best suits their technical capabilities.
  • Analytics Dashboard: Users can track the performance of their email campaigns through an intuitive analytics dashboard, providing insights into open rates, click-through rates, and other key metrics.
The below is the Prototypes Visuals of the Email API dashboard and analytics features.

User Acceptance Testing (UAT)

User Acceptance Testing (UAT) is a critical phase in our development process, ensuring that the platform meets user expectations and requirements.
  • Collaborative Testing: During UAT, I worked closely with the QA team and product manager to conduct thorough testing of the platform. This collaboration helped identify usability issues and areas for improvement.
  • Feedback Loop: We established a feedback loop where users could report issues and suggest enhancements. This input was invaluable in refining the platform before its official launch.
  • Final Adjustments: Based on UAT findings, we made necessary adjustments to improve the overall user experience, ensuring that the platform is intuitive and meets the needs of our diverse user base.
The below is the Prototypes Visuals of the Email API dashboard and analytics features.
Conclusion : The user journey for our cPaaS platform is meticulously designed to provide a seamless experience from login to ongoing usage. By focusing on user-friendly onboarding, integrated messaging solutions, and robust testing processes, we aim to empower businesses to communicate effectively with their audiences. This thoughtful approach not only enhances user satisfaction but also drives engagement and success for our clients.
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