Cass Harding
Cass Harding

WHATSAPP

— CHANNEL

WhatsApp


— ROLE

UI/UX Designer


— DURATION

Ongoing


— YEAR

2025/6


This project began as an initiative to design a self‑service experience for clients within a dedicated platform environment. Although the work was paused midway, it later resurfaced in a new and more focused direction, evolving into a standalone channel that empowers clients to explore FAQs and submit support tickets directly to the customer service team.


This is an ongoing project with meaningful real‑world impact.




Audience

Our self-service channel is designed for all clients currently under DebtBusters Debt Counselling (DC). Clients do not need to be platform users. This makes the channel accessible to every DC client, regardless of their engagement with the platform.

Features

Clients can start the experience with a simple “hello,” prompting the self-service menu and exploring a wide range of questions and answers related to their balances, debit orders, insurances, the DC process, credit providers, and more.


By leveraging WhatsApp Flows, a recently released feature, the channel also streamlines the request-submission process as clients can log their queries or issues within seconds, without lengthy back-and-forth messaging.

Benefits

Clients receive quick, intuitive access to information and faster resolution paths, reducing frustration and wait times. The CSR team also benefits from fewer manual email exchanges and less time spent gathering required information, resulting in more efficient ticket handling.

Project highlight

During the investigations, I realized that WhatsApp Flows would become a critical component of our ticket-logging process. They offered a quick and intuitive way for users to enter long-form details and upload required documents within just a few simple screens. The only caveat was that WhatsApp Flows are built using JSON (I was hoping for a simpler drag and drop mechanism.)


However, this didn’t slow us down. After a couple weeks of upskilling, I successfully created 13 WhatsApp Flows capable of logging requests and sending tickets via email directly to the CSR team.

An interactive help guide

A simple one-page text-based query

A multi-screen query incl. document upload

Showcase reel

Key takeaways

I am incredibly proud of this project and excited for where it’s heading. This work represents a meaningful step toward accessible support and modern, scalable service management for both our clients and our organization.


Learning to write the JSON flows was both challenging and rewarding and shaping the bot’s journeys and personality taught me a great deal about designing conversational experiences, a skill I’m certain will continue to grow throughout my career.


As the project evolves, I’m looking forward to refining the experience even further, listening to real user feedback, and continuing to push the boundaries of what thoughtful, human‑centered automation can achieve.