WhatsApp Shop
UX DESIGN · RESEARCH
Role and responsibilities
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​UX design: sketching, prototyping, heuristic evaluation, usability testing.
Project context
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Summer 2022
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Internship
Tools used
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Figma
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Sketch
Backstory
ChatD is a WhatsApp relationship management platform aiming to streamline and automate communication between e-commerce owners and their customers. I was part of the product team, as a UI/UX designer, launching and redesigning features for 30,000 clients.
The situation
ChatD helps clients improve their sales funnel by offering a variety of tools in the areas of automation, team assignment and marketing. To increase differentiation from competitors, the product team was constantly encouraged to explore new features that could add further value.
Directly connected to enabling faster sales, I explored the idea of creating an improved version of the existing WhatsApp Shop feature.
How might we improve convenience and ease in the shopping experience within WhatsApp?
Solution
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Allows customers a direct access to the catalogue through WhatsApp.
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Enables a more personalised shopping journey by creating a better communication with seller.
From the customers' perspective
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Automatically generated product recommendations based on quiz.
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Shopping cart enabling upselling and product recommendations.
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From the customers' perspective
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Allows the creation of a more brand-focused catalog & personalised quiz sharing to better understand customer needs.
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From the e-commerce owners' perspective
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Improves communication efficiency by generating automatic replies and response suggestions.
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Enables automatic product recommendations based on customer data input.
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From the e-commerce owners' perspective
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Automatically generates shopping receipt and shipping tracking information to help e-commerce owners focus on relationship building. ​
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Comprehensive customer profiles with order history that enables easy refunds and exchange monitoring.
From the e-commerce owners' perspective