A platform for non-technical makers. The result was described as "delightful."

The client

Coney is a charitable organisation that uses play to spark change. They create theatre and adventure games that connect remote audiences through SMS, phone calls, and messaging. Their "Magic Phone Platform" is the telephony software that makes these interactive experiences possible.

The problem

Coney's original platform had been built by an enthusiast. It worked, but it was difficult to update and couldn't adapt to the growing complexity of their games. As the organisation expanded and its events became more ambitious, the platform was holding them back.

They needed a replacement that was robust enough for heavy public use, flexible enough to grow with the organisation, and simple enough that non-technical makers could create events without wrestling with code.

What we built

We started with discovery: interviews with Coney's team to understand how they actually create and run events, what the pain points were, and what the new platform needed to support.

The result was a web application with full Twilio integration that lets Coney's makers build complex interactive experiences without touching code:

Event creation for non-technical users. Makers can set up sequences of SMS messages, phone calls, and branching pathways through an intuitive interface. No programming required. The system supports individual pathways, timed sequences, and personalised player journeys.

Twilio integration. The platform connects directly to Twilio's API for SMS, voice, and WhatsApp communication. This gives Coney access to Twilio's full range of programmable functions without needing to work with the API directly.

Operator view. A separate interface for tracking and analysing player activity during live events, with oversight tools and the ability to manually intervene when needed. Essential for managing public-facing games in real time.

Programmer view. Individual user accounts with dedicated portals for setting up event sequences and pathways.

Reporting. Project ownership tracking and progress monitoring across the team.

User testing ran throughout the build, not just at the end. We tested regularly with Coney's team to make sure the platform matched how they actually worked.

The results

The platform was stress-tested on a public-facing event shortly after launch. It handled the load without issues.

The team's response was immediate: the user experience was described as "delightful." Compared to the legacy system, the new platform was faster, offered 50% more granularity in message setup, and could be used confidently by senior makers and management without technical support.

The platform was built with room to grow. As Coney's events become more complex, the system can adapt without needing to be replaced.

"After years of using something that just got us from A to B, it was like getting behind the wheel of a fast and smooth car. The user experience was intuitive. The process of working with Dave, who really understood how we wanted to use this platform, meant the platform turned out perfectly."

Tassos Stevens, Director, Coney

Why this matters

This project shows what happens when a technical team takes the time to understand how non-technical users actually work. Coney didn't need a system built for developers. They needed a system built for makers, storytellers, and event managers. The platform works because we designed it around the people who use it, not around the technology underneath.