Opinion Box | 2025
WhatsApp as a new survey channel
In the Opinion Box Customer Experience platform, users can monitor indicators like NPS, CSAT, and CES in real-time, all in one place. This project focused on implementing WhatsApp as a new survey channel, expanding feedback collection possibilities.
My role
Product Designer | UX/UI
Opinion Box | 2025
WhatsApp as a new survey channel
In the Opinion Box Customer Experience platform, users can monitor indicators like NPS, CSAT, and CES in real-time, all in one place. This project focused on implementing WhatsApp as a new survey channel, expanding feedback collection possibilities.
(01)
Challenge
In the platform, we already offer the SMS channel for sending surveys. However, with the implementation of WhatsApp, we introduced new features and message customization templates. The challenge was to design and prototype a screen flow that:
Integrated seamlessly into the Opinion Box CX platform’s atmosphere, ensuring intuitive navigation;
Provided predefined templates for survey distribution while allowing full customization by the user.
Balancing usability, personalization, and alignment with the platform’s identity was the core focus of this project.
(02)
Immersion
I conducted a competitive analysis and gathered valuable data to enhance our product. This research helped me understand how WhatsApp is integrated into other survey platforms and how we could implement it in a structured, strategic, and competitive way — giving us an edge in the market.
As a team, we worked through each stage of the discovery process: conducting analyses, generating ideas, making assumptions, applying the ICE framework, and iterating until we reached a solution that best addressed the product's needs.
(03)
Design Solutions
[1] WhatsApp added to the channel grid: We integrated WhatsApp into the channel grid to provide users with an additional option for survey distribution.
[2] Consistent platform experience: Once the user selects the channel, they can create the questionnaire and configure various settings for the survey. A key feature of this channel is the ability to create a personalized invitation for respondents, including options to add a custom title, footer, and customizable button texts.
To maintain familiarity with the platform, I followed the same editing structure used in the SMS channel, while incorporating design refinements and updated interface elements.
[1] Preview mockup reflecting customizations: The preview mockup reflects the customizations made in the sidebar modal, giving users a more realistic view of how the message will appear to the recipient.
[4] Default unsubscribe button: We decided to include an unsubscribe button by default to allow users sending WhatsApp surveys to give recipients the option to opt out of communications. This is a best practice appreciated by META.
(04)
Usability
The CX platform is complex and full of rules. Therefore, in addition to adding WhatsApp to the channel lineup and developing its flows, it was essential to analyze the system's impacts, consider template approval by META, apply best practices, and ensure the new channel was integrated into all platform settings.
We implemented colors with good contrast and fonts that ensure text readability on any device, regardless of size.
(05)
What I learned
Once again, I learned that design is intrinsically connected to research and data analysis. Developing this new feature was highly enriching for my knowledge in research, prototyping, and implementation. Additionally, during the handoff, I was able to present this new feature with improvements to an existing one (SMS), bringing innovation and refinement to our platform.
Let’s connect!
I hope you enjoyed my project! Feel free to contact me if you have any questions or if you'd like to work on your new project together!
My role
Product Designer | UX/UI
(01)
Challenge
In the platform, we already offer the SMS channel for sending surveys. However, with the implementation of WhatsApp, we introduced new features and message customization templates. The challenge was to design and prototype a screen flow that:
Integrated seamlessly into the Opinion Box CX platform’s atmosphere, ensuring intuitive navigation;
Provided predefined templates for survey distribution while allowing full customization by the user.
Balancing usability, personalization, and alignment with the platform’s identity was the core focus of this project.
(02)
Immersion
I conducted a competitive analysis and gathered valuable data to enhance our product. This research helped me understand how WhatsApp is integrated into other survey platforms and how we could implement it in a structured, strategic, and competitive way — giving us an edge in the market.
As a team, we worked through each stage of the discovery process: conducting analyses, generating ideas, making assumptions, applying the ICE framework, and iterating until we reached a solution that best addressed the product's needs.
(03)
Design Solutions
[1] WhatsApp added to the channel grid: We integrated WhatsApp into the channel grid to provide users with an additional option for survey distribution.
[2] Consistent platform experience: Once the user selects the channel, they can create the questionnaire and configure various settings for the survey. A key feature of this channel is the ability to create a personalized invitation for respondents, including options to add a custom title, footer, and customizable button texts.
To maintain familiarity with the platform, I followed the same editing structure used in the SMS channel, while incorporating design refinements and updated interface elements.
[1] Preview mockup reflecting customizations: The preview mockup reflects the customizations made in the sidebar modal, giving users a more realistic view of how the message will appear to the recipient.
[4] Default unsubscribe button: We decided to include an unsubscribe button by default to allow users sending WhatsApp surveys to give recipients the option to opt out of communications. This is a best practice appreciated by META.
(04)
Usability
The CX platform is complex and full of rules. Therefore, in addition to adding WhatsApp to the channel lineup and developing its flows, it was essential to analyze the system's impacts, consider template approval by META, apply best practices, and ensure the new channel was integrated into all platform settings.
We implemented colors with good contrast and fonts that ensure text readability on any device, regardless of size.
(05)
What I learned
Once again, I learned that design is intrinsically connected to research and data analysis. Developing this new feature was highly enriching for my knowledge in research, prototyping, and implementation. Additionally, during the handoff, I was able to present this new feature with improvements to an existing one (SMS), bringing innovation and refinement to our platform.
Let’s connect!
I hope you enjoyed my project! Feel free to contact me if you have any questions or if you'd like to work on your new project together!
Opinion Box | 2025
WhatsApp as a new survey channel
In the Opinion Box Customer Experience platform, users can monitor indicators like NPS, CSAT, and CES in real-time, all in one place. This project focused on implementing WhatsApp as a new survey channel, expanding feedback collection possibilities.
My role
Product Designer | UX/UI
(01)
Challenge
In the platform, we already offer the SMS channel for sending surveys. However, with the implementation of WhatsApp, we introduced new features and message customization templates. The challenge was to design and prototype a screen flow that:
Integrated seamlessly into the Opinion Box CX platform’s atmosphere, ensuring intuitive navigation;
Provided predefined templates for survey distribution while allowing full customization by the user.
Balancing usability, personalization, and alignment with the platform’s identity was the core focus of this project.
(02)
Immersion
I conducted a competitive analysis and gathered valuable data to enhance our product. This research helped me understand how WhatsApp is integrated into other survey platforms and how we could implement it in a structured, strategic, and competitive way — giving us an edge in the market.
As a team, we worked through each stage of the discovery process: conducting analyses, generating ideas, making assumptions, applying the ICE framework, and iterating until we reached a solution that best addressed the product's needs.
(03)
Design Solutions
[1] WhatsApp added to the channel grid: We integrated WhatsApp into the channel grid to provide users with an additional option for survey distribution.
[2] Consistent platform experience: Once the user selects the channel, they can create the questionnaire and configure various settings for the survey. A key feature of this channel is the ability to create a personalized invitation for respondents, including options to add a custom title, footer, and customizable button texts.
To maintain familiarity with the platform, I followed the same editing structure used in the SMS channel, while incorporating design refinements and updated interface elements.
(04)
Usability
The CX platform is complex and full of rules. Therefore, in addition to adding WhatsApp to the channel lineup and developing its flows, it was essential to analyze the system's impacts, consider template approval by META, apply best practices, and ensure the new channel was integrated into all platform settings.
(04)
What I learned
Once again, I learned that design is intrinsically connected to research and data analysis. Developing this new feature was highly enriching for my knowledge in research, prototyping, and implementation. Additionally, during the handoff, I was able to present this new feature with improvements to an existing one (SMS), bringing innovation and refinement to our platform.
We implemented colors with good contrast and fonts that ensure text readability on any device, regardless of size.
[1] Preview mockup reflecting customizations: The preview mockup reflects the customizations made in the sidebar modal, giving users a more realistic view of how the message will appear to the recipient.
[4] Default unsubscribe button: We decided to include an unsubscribe button by default to allow users sending WhatsApp surveys to give recipients the option to opt out of communications. This is a best practice appreciated by META.
Let’s connect!
I hope you enjoyed my project! Feel free to contact me if you have any questions or if you'd like to work on your new project together!