Redesigning SMS tracking for clearer, timely notifications
​The challenge: Unclear notifications & system constraints
Canada Post’s SMS tracking updates were anything but clear.
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The messages were designed for internal operations, not for customers.
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Confusing language: Customers didn’t know what their messages meant.
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One-size-fits-all copy: The same text was used for web, email, and SMS — despite SMS having a strict 160-character limit.
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No support information: If customers had questions, they were on their own.
To make things worse, the scan event system generating these messages couldn’t be changed right away. But the SMS notifications were set to launch before the holiday season.
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That meant thousands of customers were about to get vague, unhelpful updates during the busiest shipping time of the year.
Character limit
The initial character limit was 160.
No customization
Event descriptions are not tailored to SMS messages.
No personalization in the messages.
No support
No information to contact support.
The solution: aligning stakeholders and driving change
The product owner and solutions architect were hesitant.
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Technical limitations made updates challenging.
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Budget constraints meant big changes weren’t on the table.
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And they worried about the complexity of reworking the messages.
But I wasn’t convinced that doing nothing was the best option.
So I ran a content audit. I analyzed the messages across web, email, and SMS. The results were clear: the lack of clarity in SMS would directly lead to customer frustration and increased support calls.
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I pulled together the data, built a case, included a mockup prototype, and presented it to leadership. My argument?
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“Without tailoring these messages for SMS, we’re delivering a poor user experience. Customers won’t get the information they need — and they’ll turn to support instead.”
That’s how I earned buy-in.
Early prototype without the customization and initial character limit.
Competitive analysis showing how Canada Post pales compared to its competitors.
With approval to move forward, I led the effort to make SMS tracking clearer. Here’s how I tackled it:
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Expanded character limits → I collaborated with the product owner and solutions architect to nearly double the SMS character limit. This gave us the space to write clearer, more actionable messages.
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Increased customization → I pushed for the ability to override existing messages and include merchant names for clearer updates.
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Provided support info → Where needed, I added clear guidance on how to contact support, reducing confusion for users.
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Aligned stakeholders → Using Miro for asynchronous collaboration, I created mockups and gathered input to ensure the team was aligned and decisions were made quickly.
Expanded SMS character limits
Partnered with the Business Owner and Solutions Architect to nearly double the SMS character limit, balancing business needs with technical constraints.
More customization
Worked with the Business Owner and Solutions Architect to override some existing event descriptions and include merchant name.
Limited support
Reduced confusion & potential customer support inquiries by making tracking status more understandable.
Collaborating in Miro to come up with the final prototype. ​
Sample early mockup
Sample final prototype
The impact: A better user experience, just in time for the holidays
🚀 18,000+ SMS messages deployed in the first 2 days, ensuring customers received clearer tracking updates.
🔄 Set a precedent for content governance by aligning teams on the importance of messaging clarity.
My takeaway
This wasn’t just a project about SMS — it was about finding opportunities in constraints. By leading with a clear content strategy, I showed that even within technical and budget limitations, small changes can have a big impact.