Role
Start to finish, with a small team
I led the design and research on this project from start to finish, working with a product design intern, Ega, early on and with the product manager, Yosef, the whole way through.
Ruangguru CRM
WhatsApp Blaster for 2,000+ sales agents
Project Overview
Ruangguru is the biggest tech-enabled education provider in Indonesia. Its 2,000+ strong frontline sales team, made up of Field and Outbound Educational Consultants, sells learning products to students all over the country.
I designed the UX and UI of WhatsApp Blaster, one of the modules in Ruangguru's Customer Relationship Management (CRM) platform, which outbound consultants use every day to message customers.
- Company
- Ruangguru
- Role
- Product Designer
- Industry
- EdtechInternal tools
- Scope
- User ResearchUX DesignUI Design
- Team
- Product ManagerProduct Designer intern
- Year
- 2021
TL;DR
Agents were sending bulk WhatsApp messages through a third-party app. Customer data had to be exported and imported by hand, it was never in sync with the CRM, and the files could walk out the door with an agent. I led design and research from start to finish on a WhatsApp Blaster built into the CRM: interviewing agents, mapping their flow, and splitting the tool into a web side for contacts and a desktop app for sending from multiple accounts.
Sending a blast got 2–3× faster, and the risk of customer data leaking through files or agents who'd left dropped to almost nothing.
- Faster message blasting
- 2–3×
- Per blast, down from 6–10 minutes
- < 3 min
- Risk of data loss from leaks or fraud
- ≈ 0%