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I began the project in the exploration phase, picking up on another agency’s extensive user interviews and existing available resources, to help the client decide what platform and format this service should be.

An MVP would be built as a WhatsApp service with a curated tree-branch information structure.

These personas were based on the extensive interviews and report compiled by the research team.

I created two anti-personas to explicitly narrow the range of users to design for, and a summary of possible ways of addressing users needs (as defined by the research).

These explored addressing scenarios with different technical features.

This was the final step before the client decided on the service’s MVP scope and functionality.

This was to establish the service’s language and tone. The flows simulated user entry points and sample journeys.

This prototype included examples of how the service should respond to unpredictable user behaviours or users who aren’t sure what they need assistance with.