Connecting Families Through Smarter Communication with Pigeonly

Client

Pigeonly — a technology company dedicated to helping families connect with incarcerated loved ones by simplifying and lowering the cost of communication.

Challenge

Incarcerated individuals and their families face high barriers to communication — from costly phone calls to complicated mail systems. Pigeonly’s mission was to build tools that make staying in touch affordable and simple.

The challenge:

• Modernize six consumer-facing products while improving accessibility and trust.

• Redesign internal tools (admin dashboards for Customer Support and Fulfillment teams) to improve efficiency.

• Create scalable B2G systems for nationwide deployment to correctional facilities.

• Maintain a consistent design language across a complex ecosystem of products.

Approach

We led the design transformation across Pigeonly’s platform:

• Consumer Products: Complete UX/UI redesign of services including photo delivery, phone communication, and digital mail.

• Internal Tools: Built streamlined admin panels for Customer Support and Fulfillment, reducing time-to-resolution and training complexity.

• B2G Platforms: Designed secure, scalable systems adopted by correctional facilities nationwide.

• Brand Cohesion: Established a unified design system and visual language that carried across all products, web, and marketing touchpoints.

Collaboration was central: we worked hand-in-hand with engineering, operations, and leadership to ensure design decisions supported both user needs and business goals.

Results

• Redesigned six consumer-facing products, improving usability and trust for thousands of families.

• Delivered B2G systems that were deployed nationwide, extending Pigeonly’s impact.

• Improved efficiency for Customer Support and Fulfillment teams through tailored admin tools.

• Strengthened brand aesthetics across digital and social platforms, supporting growth and investor confidence.

Eleven12’s Value

The Pigeonly experience reflects Eleven12’s roots in building mission-driven, scalable digital products. We don’t just design interfaces — we solve complex system challenges, unify ecosystems, and create experiences that directly impact people’s lives.