WhatsApp.
Timeline
Dec 2022 – Mar 2023
Role
Product Design, Exploration, R&D
Team
Overview
In December 2022, Grayscale had concluded early stage research into adding new channels of communication into their current product. Focusing on the company’s ideal customers’ feedback, the team decided to have WhatsApp be our first new channel offering; opening up billions of new candidates to their clients reach as well as international expansion.
The problem
Grayscale’s current product was initially scoped with a single channel in mind — new pathways for communication affected more areas of the product than just the messaging experience. Additionally, compliance considerations would need to be stress tested not only for our own ethical standards, but also with Twilio and Meta, and then again with regards to the client’s standards as they leverage the product to communicate with their audiences.
Mapping the journey
Working on a small team of a designer and a product manager, we approached the research phase with the goal to understand our customers pain points and the requirements that we needed to follow from Meta as well as Twilio to keep our customers compliant when using our product through this channel.
We collected our findings into an affinity map then sorted them into themes of work.
Exploration
While we knew the majority of the work would be to our messaging experience (adding the ability to switch between channels, mandatory WhatsApp template selections, etc.), we also explored other areas of our product that would be affected with the addition of Whatsapp, such as the administrative settings, saved and shared message templates, bulk messaging, automations, candidate profiles and the reports and analytics sections.
