WhatsApp Commerce: Simplifying Reviews & Campaigns

Over a few months last year, we partnered with a WhatsApp commerce platform to redesign the dashboard behind its reviews and marketing product. The client helps e-commerce brands request reviews automatically once a package arrives, then turns that feedback into recommendations and win-back campaigns. It runs as a plugin for Shopify and Tiendanube. The product itself worked. Store owners could collect reviews and send WhatsApp campaigns without technical help. But the dashboard behind it had grown one feature at a time, and two flows in particular were causing friction: setting up a review request and configuring a marketing campaign. The people using it are lean e-commerce teams, often without a dedicated ops or marketing person, so a confusing flow usually meant an abandoned one. We mapped both flows end to end to find exactly where users hesitated, then rebuilt the visual system for clearer hierarchy and restructured each flow so it asks for one decision at a time with a clear sense of what happens next. The result is a dashboard that reads as one product instead of a set of features built at different times, with reviews and campaigns, the two actions the whole platform is built around, now easier to set up without outside help.