Flutterwave whatsapp Commerce.
FLW Whatsapp commerce bot is an automated solution that handles order processing, and payments, driving sales and improving customer engagement.
OVERVIEW.
INTRODUCTION
In today’s fast-paced digital world, customers expect quick and seamless shopping experiences. WhatsApp, with over 2 billion active users, offers a unique opportunity for businesses to connect with customers in real-time. However, many small and medium-sized businesses struggle to manage customer queries and process orders efficiently.
This project introduces a WhatsApp Commerce solution that automates customer interactions, streamlines order processing, and facilitates secure payments within the app. By leveraging WhatsApp, businesses can expand their reach, increase sales conversions, and build stronger customer relationships, even when they’re offline.
ROLE
Sole UX/UI Designer
DURATION
2 Months
TOOLS
Figma, Miro, Jira
Small and medium-sized businesses (SMBs) often struggle to efficiently manage customer interactions and complete sales transactions through traditional communication channels. Customers expect quick responses, personalized experiences, and seamless checkout processes. However, many business owners lack the resources to provide constant, real-time engagement, leading to missed sales opportunities, slow order fulfillment, and weaker customer relationships.
The problem.
RESEARCH.
We conducted interviews with 20 merchants and gathered valuable insights that not only validated our WhatsApp Commerce solution but also deepened our understanding of their unique challenges and needs. Merchants shared that managing customer inquiries and order processing manually was time-consuming and often led to missed sales opportunities. They expressed a strong desire for a solution that could automate the entire ordering process, reducing operational overhead and providing a seamless shopping experience for their customers.
100%
Problem is worth solving
100%
Haven't used a solution like this
Through a thorough analysis of the competitive market, we discovered that merchants have yet to fully embrace an automated WhatsApp Commerce solution. This presents a unique opportunity for us to introduce a first-mover advantage by offering a seamless, scalable solution that automates the entire ordering process, from customer interactions to payment processing. With this innovative approach, we are positioned to meet the growing demand for efficiency and enhanced customer engagement, giving us a distinct competitive edge in the market as businesses seek more effective ways to streamline their operations and boost sales.
ANALYZING MARKET & COMPETITION
Leveraging WhatsApp’s popularity as the world’s most used mobile messaging app, there is a significant opportunity to streamline and enhance the customer shopping journey. By automating customer interactions and integrating order processing and payments directly within WhatsApp, businesses can boost efficiency, increase sales conversions, and build stronger customer relationships. A WhatsApp Commerce solution empowers SMBs to scale their reach by easily sharing product catalogs across multiple platforms, reducing response times, and offering a frictionless shopping experience — all while minimizing operational costs. This innovation positions businesses to maximize customer engagement and grow revenue without compromising personalized service.
BUSINESS OPPORTUNITY
Usability Feedback Report
Based on the research, I developed a draft prototype to gather early feedback from users.
IMPLEMENTATION.
INSIGHTS FROM USABILITY TESTING
Important info should be shown at the key moment it is needed & making it simple enough so the user doesn’t have to read too much
Introducing a screen during the onboarding on how customers would interact with the WhatsApp feature on their end. This would give us (merchants) a better understanding on how the user experience is going to be for them.
Introducing a detailed video on what the WhatsApp feature is about and what it offers (value proposition)
FINAL PROTOTYPE.
Click here to view prototype
Merchant Suscription Flow
Click here to view prototype
Manage Suscription Flow
Customer Whatsapp View
See Flutterwave WhatsApp eCommerce Bot in action for customers
VIDEO TOUR
Viewing product catalog
Adding products to cart
Making payments instantly
Key Takeaways.
Users need step-by-step assistance and contextual help when interacting with unfamiliar features. Providing interactive walkthroughs, how-to videos, and more visible FAQs can significantly reduce confusion and help users navigate complex tasks independently.
Confusing terminology, like "F-Web," detracts from an otherwise straightforward experience. Using familiar, user-centered language ensures clarity and smooth navigation, reducing cognitive load and user hesitation
When learning or using new features, users are more likely to succeed if information is provided in a timely, concise, and visually engaging manner. Presenting instructions and previews at the right moments ensures understanding and builds confidence in the experience.
Let’s connect 😊
If you have exciting projects you’d like to work on, feel free to shoot me an email or reach out on Linkedin.
Step 1: Subscribe to Whatsapp Bot
Step 2: Add items from your store to Whatsapp catalog
Step 3: Generate unique URL
SOLUTION - HOW IT WORKS.
