• Project Type and Role: Personal Project (Solo), UI/UX Designer
• Platform: Mobile (Android)
• Timeline: January 2022 (1 Week)

Designing WhatsApp Business

In this case study, I have described my process of designing a more intuitive WhatsApp Business that lets the customer of the business order products through WhatsApp with the product lists, order from different businesses at the same time and check all purchases in one go at the same place.

WhatsApp has become one of those apps that have become almost integral to most people's day to day functioning. And why not? It's super convenient, almost everyone you know uses it and it comes with video and voice calling features, supports multiple media formats and allows you to stay in touch with everyone you want to. No wonder when the 2021 Privacy update took place, even though many users were hit by a sudden sense of distrust for the app, they continued using it because everything that matters is on WhatsApp. But how do you shop from local businesses that matter to you?

🧪 Talking to our users

Why talk at all? Because it perfect way to get input from users for understanding the user interface, usability, and ideation. Interviews are mostly inexpensive (or at least in my context ) and simple to conduct, and anyone who can ask questions and record responses can participate.

The group of interviewees consisted of 10 WhatsApp Users

Age Group: 18 -27

Category 1 - Customers (5 interviewees)

Category 2 - Local Business owners (5 interviewees)

Question for User Groups

Insights from User interviews

• Most users send in the list of products they want over WhatsApp and complete the purchase over messaging as it is convenient, allows quick access and is easy for them to open and just send in the list of products they want.
• Most businesses create groups where they add their frequent buyers and send in the picture of newly arrived products over the chat because it is simple for them to share once, rather than sharing again with multiple contacts. Many users were not aware of WhatsApp Business feature.
• Customers don’t have a choice of products or brands when shopping through WhatsApp. For eg - When a customer sends a list of products and they haven't mentioned if they want Hide & Seek or Gooday biscuits, businesses send the product according to their own or have to message personally to know about the brand.
• Most users have so many contacts on their phones which makes it difficult to remember the name of shops or businesses they have on WhatsApp.
• Also, users find it difficult to add products to the cart from the catalog as they have to search from a big list of items.