Symphony

Creating invitation message flows for Federation service

Challenge:

• Design system messages for Symphony's Federation service, enabling secure 1:1 communication between advisors and external users (including WhatsApp-enabled participants).

• Messages were being flagged by Meta's filters as "Marketing" content, risking delivery failure or reduced trust. 

• Needed to reframe messaging to meet Meta's "utility classification" to ensure successful delivery.

• Required messaging flexibility across multiple user journeys, including:

  • Explicit opt-in consent flows

  • Pre-authorised (company-enrolled) users who may be unaware they had been opted in

Process:

• Conducted review of user types, system triggers, and messaging contexts.

• Defined tone and voice to focus requirements to focus on professional and reassuring messages.

• Applied UX principles of progressive disclosure, revealing only essential info at each step.

Outcomes:

• Rewrote 20+ messages for mobile and desktop UIs.

• Successfully reframed messaging to meet utility classifications to improve delivery reliability.

• Introduced standardised language and structure and scalable patterns that could be reused across Symphony's product offering.