KOALA+
A verified WhatsApp Business Solution Provider (BSP) that helps businesses improve customer relationships, promote and sell products, manage transactions, and send order updates.
Role
Product Designer
Team
UX Researcher, UX Writer,
Product Manager
Platform
Desktop
Project Timeline
July - September 2022
What is KOALA+?
KOALA+ is a premium version of KOALA. On top of having the same capabilities of KOALA, product-transaction management and online store builder, it also has a messaging and automation solution using the WhatsApp Business API. With this solution, businesses can improve customer relationships, promote and sell products, and send order updates. As an official WhatsApp Business solution partner, KOALA+ can make marketing automation and bulk messaging easy and professional.
[1] KOALA+, a verified WhatsApp Business Solution Provider
KOALA Monetization
Project Background
Initially, KOALA targets micro small sellers and wants to empower them to grow their business. While it really does help them, KOALA cannot monetize this segment of user as when we started charging service fee, ~50% of the sellers churned.
Another solution to monetize the business is creating KOALA+, a premium subscription based version that utilized WhatsApp Business API so businesses can improve customer relationships, promote, and sell products using KOALA+'s messaging platform.
[2] KOALA+ integrates advance messaging platform to boost businesses.
Problem Space
Introducing KOALA+
KOALA+ product knowledge
While majority of people knows WhatsApp, WhatsApp Business API is not well known. KOALA+ features and its usage might be unfamiliar. The challenge is to explain KOALA+ value proposition to potential customers.
Connecting to WABA API
Since KOALA+ utilize a third party API from WhatsApp, users need to register to both Facebook Business Manager and WhatsApp Business. The registration process is long and requires a lot of documents to prove the legality of the business. The challenge is to manage users' expectation while informing what do they need to register to KOALA+.
User Testing
With the help of a UX Researcher in our team, we did usability testing for the end-to-end flow of KOALA+, from discovery of the landing page, registration, to using the messaging platform. From the testing, we have found several issues that needs to be addressed.
[4] Remote usability testing
1. Homepage
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Users are still confused about what the features are, and what's the difference between koala and koala+
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Users rely heavily on visual cues (screenshots of its features) so they can get an idea of what its features are and how it will operate
2. Sign Up
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Users couldn't find the register entry point
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Most users skim the information, so a lot of important information is skipped. What's more, The registration flow was too long.
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Pricing page: with the existing design, the user will focus on price first and then on features. The effect is that they weigh up the features and make them doubt whether to register or not.
3. Transaction
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Prioritize shop delivery arrangements to be arranged before user does transaction, because businesses that are more established have a cooperation agreement with certain couriers
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Users expect that transaction is automatically moved, instead in KOALA+ it's done manually
4. WhatsApp Blast
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Users can't find the entry point, especially for users who don't understand English, since we use English term
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Users don't understand what do they have to do after putting the numbers, since there were not clear instructions
5. Customer Service
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Users can't find the entry point, especially for users who don't understand English, since we use English term
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UI can be improved in general, it is unorganized and several things are not clear for users: there are several icons that they users don't understand what does it mean, the terms of Customer Service, they don't know which chat is still an ongoing chat, etc.
KOALA+
A verified WhatsApp Business Solution Provider
Integrated WhatsApp
Product Catalog
With this integration, customers can order directly from the store's product catalog and users can manage this order easily in the dashboard. This eliminates the need for user to note customer's orders one by one.
Auto reply with Chatbot
Most of customer service's job is to reply messages one by one. With chatbot, it streamlines and reduce their job greatly.
Broadcast Message
With this feature, businesses can broadcast their advertisement or product promotions directly to their customers' number.
Product & Transaction Management
With one dashboard, manage products, transactions, and create a sales website that is integrated with the KOALA application.
The project is currently under gradual development so look forward to future improvement!
