WhatsApp Campaign Management Tool
Campaign Management Tool
2025
Summary
Rannkly is an all-in-one marketing & communication platform that lets businesses run campaigns over multiple channels including WhatsApp, SMS, and Email.
The WhatsApp campaign module enables you to create message templates, manage sending (including broadcast / triggered messages), track delivery & analytics, schedule, and can also integrate with PMS/POS.
Design Timeline
4 Weeks
My Role
Product Designer
Team
CTO (Industry Expert), 3 Engineers, Product Manager
Targeted Business
MSMEs (Micro, Small, and Medium Enterprises)
Final Result
Campaigns Listing
All the built campaigns will appear here, Weather it is published or not.
MY ROLE
At Rannkly, I led the product design of a Campaign Management System a core module aimed at enabling brands to launch localized marketing campaigns across channels WhatsApp and Email.
Scope of work
Secondary Research | SaaS UI/UX Redesigned | Wallet System | WhatsApp Message Template
Process
Design Process Flow
Discovery
Research & Analysis, Heuristic Review
Define
Problem & Goals
Explore
Ideation & Testing
Execute
Design & Build
Iterate
Test & Improve
HOW IT STARTED?
See what are the requirements, pain points and needs of the existing user. This is the real metrics that what we have so I have started finding out all of the pointers.
However based on client requirements and company philosphy, we wanted to expand the product scope.
Analyzed around 230+ requirements, pain points and needs on existing product.
We are constantly getting requirements from the clients.
Stakeholders, Operations, Internal Discussions
Common problems faced in
WhatsApp campaign management tools
Problem Statement
HMW increase the adoption of WhatsApp campaigns by making the experience faster, more personalized, and trustworthy especially for multi-location businesses.
Initial Problem Statement
DESK RESEARCH
Despite WhatsApp’s massive reach in India over 500 million users and universal adoption by both customers and small businesses companies still struggle to run coordinated, scalable, and compliant marketing campaigns on the platform.
CHALLENGE 1
Manual broadcast challenges
Most businesses rely on manual group sends or basic bulk messaging solutions. This leads to poor tracking of campaign performance, fragmented audience segmentation, and limited ability to personalize messaging at scale.
CHALLENGE 2
Compliance and approval barriers
With the tightening of personal data regulations in 2025, businesses face delays and rejections while sending promotional messages due to WhatsApp’s opt-in and template approval requirements.
CHALLENGE 3
Resource bottlenecks
Teams spend excessive time uploading contacts, crafting messages for multiple segments, and managing responses—creating bottlenecks and communication breakdowns in fast-paced marketing environments.
Competitor analysis
Competitor analysis of leading WhatsApp campaign management tools, focused on their strengths, weaknesses, and distinct features relevant for 2025. These solutions include both established platforms and emerging bulk messaging providers, with a breakdown across automation, analytics, pricing, and user experience.
Key Competitors Overview
While the feature was meant to unify campaign creation, early usage data revealed WhatsApp campaigns were significantly underutilized compared to others, despite WhatsApp being one of the most effective communication channels for our clients' target audience.
12.4%
Campaigns using WhatsApp (vs Wati, Aisensy, Interakt)
3x
Higher setup time vs other tools
10
Enterprise clients analyzed
12
User interviews conducted by Stakeholders
Quantitative Research
Analyzed internal product usage data across 10-15 enterprise clients (mostly in hotels and restaurants)
Campaigns NOT using WhatsApp - 70%
Percentage of total campaigns that did not include WhatsApp as a channel
Average setup time - 15 minutes
Average time taken to set up a WhatsApp campaign from start to launch
Screen abandonment rate - 41%
Percentage of users who left the WhatsApp campaign creation screen without completing
Higher CTR when launched - 34%
Click-through rate improvement when WhatsApp campaigns were successfully launched
Key Insight
Users wanted to use WhatsApp but lacked confidence, clarity, and control. The high CTR for successful campaigns indicated the channel's potential if usability issues were addressed.
Qualitative Research
Conducted 12 interviews (Via Founders) with:
Marketing heads from hospital chains and retail brands
On-ground operators using the platform
Customer success team members
Empathy Map
Ananya - The Brand Guardian
Marketing Head, Hospitality Chain
💭 THINKS
Need to maintain brand consistency
Compliance is critical
What if it gets rejected?
👂 HEARS
WhatsApp is the future
Other hospitals are using it
Patients prefer WhatsApp
👀 SEES
Complex approval process
Unclear status indicators
Manual duplication tasks
😰 FEELS
Anxious about compliance
Frustrated with process
Overwhelmed by complexity
🎯 PAIN POINTS
I need confidence that my campaigns will be approved and won't violate any regulations. The current process is too opaque and time-consuming.
Rajesh - The Local Campaigner
Restaurant Manager, Multi-location Chain
💭 THINKS
Need quick results
Local customers matter
This is taking too long
👂 HEARS
Customers want WhatsApp
Competitors are ahead
ROI expectations high
👀 SEES
Repetitive manual work
Unclear message preview
Complex approval steps
😰 FEELS
Pressured for quick results
Frustrated with inefficiency
Confused by process
🎯 PAIN POINTS
I need to create campaigns quickly for multiple locations without spending hours on repetitive tasks. The current system is too slow and confusing.
Stakeholder Interviews
Key insights from internal and external stakeholders
Internal Stakeholders
Product Manager
We're seeing low adoption rates for WhatsApp campaigns. Users start the process but abandon it midway. We need to understand why.
Key Insight: Low completion rates indicate usability issues
Customer Success Manager
Our clients are asking for WhatsApp campaigns but they're struggling with the setup. We're getting a lot of support tickets about template approval and message formatting.
Key Insight: High support burden indicates poor UX
Engineering Lead
The WhatsApp API integration is complex. We need to build better error handling and status communication for users.
Key Insight: Technical complexity needs better UX abstraction
External Stakeholders
WhatsApp Business API Partner
Template approval can take 24-48 hours. Users need clear communication about status and requirements. Most rejections are due to formatting issues.
Key Insight: Clear guidelines and status updates are critical
Marketing Agency Partner
Our clients want to use WhatsApp but they're intimidated by the setup process. They need more hand-holding and confidence-building features.
Key Insight: Users need confidence-building features
End Customer (Restaurant Owner)
I love receiving WhatsApp messages from businesses. They feel more personal and I'm more likely to engage. But I don't know how to set them up for my business.
Key Insight: High demand but low accessibility
Four Main Friction Points Identified
CHALLENGE 1
Message Clarity
"I don't know how the message will look on WhatsApp."
Root Cause
Absence of a real-time preview feature. Users were unsure if their message formatting, media, and CTAs would render correctly, leading to hesitation and errors.
CHALLENGE 2
Approval Confusion
"Are these templates even allowed by WhatsApp?"
Root Cause
Lack of clear guidelines, status indicators, and understanding of WhatsApp's strict templating and approval policies (WhatsApp Business API requirements). This led to fear of rejection, account flagging, or wasted effort.
CHALLENGE 3
Manual Labor
"It's tiring to create the same message for every branch."
Root Cause
Inefficient workflow for multi-location businesses. Users had to manually replicate campaigns or messages for each individual store/branch, which was highly time-consuming and prone to errors.
CHALLENGE 4
Fear of Spam
"What if users report us or block us?"
Root Cause
Concerns about damaging brand reputation, high block rates, and potential WhatsApp account restrictions. Users lacked control over audience segmentation, message personalization, and scheduling to ensure relevance.
User Personas
Ananya - The Brand Guardian
Marketing Head, Hospital Chain
Goals
Ensure brand consistency across 15+ hospital locations while maintaining compliance with healthcare regulations
Frustrations
Manual campaign duplication, lack of approval clarity, fear of regulatory violations
Motivations
Efficiency, compliance, brand protection, measurable ROI
Tech Comfort
Intermediate - comfortable with marketing tools but needs clear guidance
Rajesh - The Local Campaigner
On-ground Operator, Retail Brand
Goals
Quickly create and launch campaigns for his specific store location with minimal setup time
Frustrations
Complex interfaces, unclear message previews, time-consuming processes
Motivations
Speed, simplicity, local relevance, immediate results
Tech Comfort
Basic - prefers simple, intuitive interfaces with clear visual feedback
KEY CHALLENGES
Old Campaign Challenges
Message delivery failures
Low engagement rates due to poor content
Sending messages to uninterested users
Inability to track campaign performance
Difficulty managing user consents
Generic messages, lack of tailored content
System slowdowns during peak loads
Template rejection due to policy violations
Difficulty in crafting compliant and engaging messages
Inaccurate targeting, high opt-out rates, negative feedback
Time-consuming search for templates, inefficient workflow
Lack of insights for campaign optimization, ineffective spending
Cumbersome process, increased chance of errors, inefficient management
New Campaign Challenges
Retargeting Campaign
Users are unsure how their messages will look on WhatsApp, leading to hesitation and formatting errors.
Users are confused about WhatsApp's template approval guidelines, fearing rejection or account issues.
Users find it tiring and time-consuming to replicate messages for multiple branches or store locations.
Users worry about being reported as spam or blocked by recipients.
Low Confidence & Clarity: Users want to use WhatsApp but lack confidence, clarity, and control in the setup process.
Complex Approval & Technical Barriers: Technical complexity and unclear approval status create frustration and high support burdens.
Intimidating Process: Users feel the process is too complex, slow, and lacking in helpful confidence-building features.
User Journey
Campaigns Listing
All the built campaigns will appear here, Weather it is published or not.
Start Creating a Campaign
The modal window offers a clean, step-by-step setup for WhatsApp, Email, or SMS campaigns, guiding users to add key details and contacts with clearly labeled fields.
Contact Selection
A table where users can filter, select contacts, and view details like email, phone number, and subscription status.
Create Message
users select a message template, choose how to publish (instant, scheduled, test, or draft), and preview the message layout on the right.
Solutions Implemented:
✅ Real-time preview
✅ Formatting guidelines
✅ Media size recommendations
Real-Time Preview
Campaign Detail Page
Users can now analyze their campaigns individually.
Campaign Statistics
Iterative Evolution – Delivery Status
Detail Insights of Campaign
Timeline
Details
Contact Filters
Auto & Manual Refresh
I have added this to help users to refresh the details while the campaign is running.
Retarget Campaign
Allows users to instant retargeting for higher engagement and sales
Within 2 months of launch, the key metrics showed remarkable improvements:
Before vs After Metrics
📊 Campaign Adoption
Before
12.4%
→
After
20.5%
+65% Increase
⏱️ Setup Time
Before
15 min
→
After
7.5 min
-50% Reduction
🚫 Abandonment Rate
Before
41%
→
After
29%
-30% Decrease
✅ Approval Success
Before
~60%
→
After
85%
+42% Improvement
The 65% increase in WhatsApp campaign adoption within two months proves that strategic UX design can unlock significant business value.
The success of this module not only enhanced Rannkly's product offering but also empowered businesses to leverage WhatsApp's immense potential more effectively.
💡 Final Reflection
This project reinforced the importance of continuous collaboration between design, product, and engineering, as well as a deep understanding of platform constraints and user operational realities. The iterative approach ensured that the solution evolved to meet real user needs while maintaining technical feasibility and business objectives.
The WhatsApp Campaign Management System now serves as a blueprint for building similar high-performance messaging platforms, demonstrating how thoughtful UX design can transform complex technical integrations into user-friendly, highly adopted features.
WhatsApp Campaign Management Tool
Campaign Management Tool
2025
Summary
Rannkly is an all-in-one marketing & communication platform that lets businesses run campaigns over multiple channels including WhatsApp, SMS, and Email.
The WhatsApp campaign module enables you to create message templates, manage sending (including broadcast / triggered messages), track delivery & analytics, schedule, and can also integrate with PMS/POS.
Design Timeline
4 Weeks
My Role
Product Designer
Team
CTO (Industry Expert), 3 Engineers, Product Manager
Targeted Business
MSMEs (Micro, Small, and Medium Enterprises)
Final Result
Campaigns Listing
All the built campaigns will appear here, Weather it is published or not.
MY ROLE
At Rannkly, I led the product design of a Campaign Management System a core module aimed at enabling brands to launch localized marketing campaigns across channels WhatsApp and Email.
Scope of work
Secondary Research | SaaS UI/UX Redesigned | Wallet System | WhatsApp Message Template
Process
Design Process Flow
Discovery
Research & Analysis, Heuristic Review
Define
Problem & Goals
Explore
Ideation & Testing
Execute
Design & Build
Iterate
Test & Improve
HOW IT STARTED?
See what are the requirements, pain points and needs of the existing user. This is the real metrics that what we have so I have started finding out all of the pointers.
However based on client requirements and company philosphy, we wanted to expand the product scope.
Analyzed around 230+ requirements, pain points and needs on existing product.
We are constantly getting requirements from the clients.
Stakeholders, Operations, Internal Discussions
Common problems faced in
WhatsApp campaign management tools
Problem Statement
HMW increase the adoption of WhatsApp campaigns by making the experience faster, more personalized, and trustworthy especially for multi-location businesses.
Initial Problem Statement
DESK RESEARCH
Despite WhatsApp’s massive reach in India over 500 million users and universal adoption by both customers and small businesses companies still struggle to run coordinated, scalable, and compliant marketing campaigns on the platform.
CHALLENGE 1
Manual broadcast challenges
Most businesses rely on manual group sends or basic bulk messaging solutions. This leads to poor tracking of campaign performance, fragmented audience segmentation, and limited ability to personalize messaging at scale.
CHALLENGE 2
Compliance and approval barriers
With the tightening of personal data regulations in 2025, businesses face delays and rejections while sending promotional messages due to WhatsApp’s opt-in and template approval requirements.
CHALLENGE 3
Resource bottlenecks
Teams spend excessive time uploading contacts, crafting messages for multiple segments, and managing responses—creating bottlenecks and communication breakdowns in fast-paced marketing environments.
Competitor analysis
Competitor analysis of leading WhatsApp campaign management tools, focused on their strengths, weaknesses, and distinct features relevant for 2025. These solutions include both established platforms and emerging bulk messaging providers, with a breakdown across automation, analytics, pricing, and user experience.
Key Competitors Overview
While the feature was meant to unify campaign creation, early usage data revealed WhatsApp campaigns were significantly underutilized compared to others, despite WhatsApp being one of the most effective communication channels for our clients' target audience.
12.4%
Campaigns using WhatsApp (vs Wati, Aisensy, Interakt)
12.4%
Campaigns using WhatsApp (vs Wati, Aisensy, Interakt)
3x
Higher setup time vs other tools
3x
Higher setup time vs other tools
10
Enterprise clients analyzed
10
Enterprise clients analyzed
12
User interviews conducted by Stakeholders
12
User interviews conducted by Stakeholders
Quantitative Research
Analyzed internal product usage data across 10-15 enterprise clients (mostly in hotels and restaurants)
Campaigns NOT using WhatsApp - 70%
Percentage of total campaigns that did not include WhatsApp as a channel
Average setup time - 15 minutes
Average time taken to set up a WhatsApp campaign from start to launch
Screen abandonment rate - 41%
Percentage of users who left the WhatsApp campaign creation screen without completing
Higher CTR when launched - 34%
Click-through rate improvement when WhatsApp campaigns were successfully launched
Key Insight
Users wanted to use WhatsApp but lacked confidence, clarity, and control. The high CTR for successful campaigns indicated the channel's potential if usability issues were addressed.
Qualitative Research
Conducted 12 interviews (Via Founders) with:
Marketing heads from hospital chains and retail brands
On-ground operators using the platform
Customer success team members
Empathy Map
Ananya - The Brand Guardian
Marketing Head, Hospitality Chain
💭 THINKS
Need to maintain brand consistency
Compliance is critical
What if it gets rejected?
👂 HEARS
WhatsApp is the future
Other hospitals are using it
Patients prefer WhatsApp
👀 SEES
Complex approval process
Unclear status indicators
Manual duplication tasks
😰 FEELS
Anxious about compliance
Frustrated with process
Overwhelmed by complexity
🎯 PAIN POINTS
I need confidence that my campaigns will be approved and won't violate any regulations. The current process is too opaque and time-consuming.
Rajesh - The Local Campaigner
Restaurant Manager, Multi-location Chain
💭 THINKS
Need quick results
Local customers matter
This is taking too long
👂 HEARS
Customers want WhatsApp
Competitors are ahead
ROI expectations high
👀 SEES
Repetitive manual work
Unclear message preview
Complex approval steps
😰 FEELS
Pressured for quick results
Frustrated with inefficiency
Confused by process
🎯 PAIN POINTS
I need to create campaigns quickly for multiple locations without spending hours on repetitive tasks. The current system is too slow and confusing.
Stakeholder Interviews
Key insights from internal and external stakeholders
Internal Stakeholders
Product Manager
We're seeing low adoption rates for WhatsApp campaigns. Users start the process but abandon it midway. We need to understand why.
Key Insight: Low completion rates indicate usability issues
Customer Success Manager
Our clients are asking for WhatsApp campaigns but they're struggling with the setup. We're getting a lot of support tickets about template approval and message formatting.
Key Insight: High support burden indicates poor UX
Engineering Lead
The WhatsApp API integration is complex. We need to build better error handling and status communication for users.
Key Insight: Technical complexity needs better UX abstraction
External Stakeholders
WhatsApp Business API Partner
Template approval can take 24-48 hours. Users need clear communication about status and requirements. Most rejections are due to formatting issues.
Key Insight: Clear guidelines and status updates are critical
Marketing Agency Partner
Our clients want to use WhatsApp but they're intimidated by the setup process. They need more hand-holding and confidence-building features.
Key Insight: Users need confidence-building features
End Customer (Restaurant Owner)
I love receiving WhatsApp messages from businesses. They feel more personal and I'm more likely to engage. But I don't know how to set them up for my business.
Key Insight: High demand but low accessibility
Four Main Friction Points Identified
CHALLENGE 1
Message Clarity
"I don't know how the message will look on WhatsApp."
Root Cause
Absence of a real-time preview feature. Users were unsure if their message formatting, media, and CTAs would render correctly, leading to hesitation and errors.
CHALLENGE 2
Approval Confusion
"Are these templates even allowed by WhatsApp?"
Root Cause
Lack of clear guidelines, status indicators, and understanding of WhatsApp's strict templating and approval policies (WhatsApp Business API requirements). This led to fear of rejection, account flagging, or wasted effort.
CHALLENGE 3
Manual Labor
"It's tiring to create the same message for every branch."
Root Cause
Inefficient workflow for multi-location businesses. Users had to manually replicate campaigns or messages for each individual store/branch, which was highly time-consuming and prone to errors.
CHALLENGE 4
Fear of Spam
"What if users report us or block us?"
Root Cause
Concerns about damaging brand reputation, high block rates, and potential WhatsApp account restrictions. Users lacked control over audience segmentation, message personalization, and scheduling to ensure relevance.
User Personas
Ananya - The Brand Guardian
Marketing Head, Hospital Chain
Goals
Ensure brand consistency across 15+ hospital locations while maintaining compliance with healthcare regulations
Frustrations
Manual campaign duplication, lack of approval clarity, fear of regulatory violations
Motivations
Efficiency, compliance, brand protection, measurable ROI
Tech Comfort
Intermediate - comfortable with marketing tools but needs clear guidance
Rajesh - The Local Campaigner
On-ground Operator, Retail Brand
Goals
Quickly create and launch campaigns for his specific store location with minimal setup time
Frustrations
Complex interfaces, unclear message previews, time-consuming processes
Motivations
Speed, simplicity, local relevance, immediate results
Tech Comfort
Basic - prefers simple, intuitive interfaces with clear visual feedback
KEY CHALLENGES
Old Campaign Challenges
Message delivery failures
Low engagement rates due to poor content
Sending messages to uninterested users
Inability to track campaign performance
Difficulty managing user consents
Generic messages, lack of tailored content
System slowdowns during peak loads
Template rejection due to policy violations
Difficulty in crafting compliant and engaging messages
Inaccurate targeting, high opt-out rates, negative feedback
Time-consuming search for templates, inefficient workflow
Lack of insights for campaign optimization, ineffective spending
Cumbersome process, increased chance of errors, inefficient management
New Campaign Challenges
Retargeting Campaign
Users are unsure how their messages will look on WhatsApp, leading to hesitation and formatting errors.
Users are confused about WhatsApp's template approval guidelines, fearing rejection or account issues.
Users find it tiring and time-consuming to replicate messages for multiple branches or store locations.
Users worry about being reported as spam or blocked by recipients.
Low Confidence & Clarity: Users want to use WhatsApp but lack confidence, clarity, and control in the setup process.
Complex Approval & Technical Barriers: Technical complexity and unclear approval status create frustration and high support burdens.
Intimidating Process: Users feel the process is too complex, slow, and lacking in helpful confidence-building features.
User Journey
Campaigns Listing
All the built campaigns will appear here, Weather it is published or not.
Start Creating a Campaign
The modal window offers a clean, step-by-step setup for WhatsApp, Email, or SMS campaigns, guiding users to add key details and contacts with clearly labeled fields.
Contact Selection
A table where users can filter, select contacts, and view details like email, phone number, and subscription status.
Create Message
users select a message template, choose how to publish (instant, scheduled, test, or draft), and preview the message layout on the right.
Solutions Implemented:
✅ Real-time preview
✅ Formatting guidelines
✅ Media size recommendations
Real-Time Preview
Campaign Detail Page
Users can now analyze their campaigns individually.
Campaign Statistics
Iterative Evolution – Delivery Status
Detail Insights of Campaign
Timeline
Details
Contact Filters
Auto & Manual Refresh
I have added this to help users to refresh the details while the campaign is running.
Retarget Campaign
Allows users to instant retargeting for higher engagement and sales
Within 2 months of launch, the key metrics showed remarkable improvements:
Before vs After Metrics
📊 Campaign Adoption
Before
12.4%
→
After
20.5%
+65% Increase
⏱️ Setup Time
Before
15 min
→
After
7.5 min
-50% Reduction
🚫 Abandonment Rate
Before
41%
→
After
29%
-30% Decrease
✅ Approval Success
Before
~60%
→
After
85%
+42% Improvement
The 65% increase in WhatsApp campaign adoption within two months proves that strategic UX design can unlock significant business value.
The success of this module not only enhanced Rannkly's product offering but also empowered businesses to leverage WhatsApp's immense potential more effectively.
💡 Final Reflection
This project reinforced the importance of continuous collaboration between design, product, and engineering, as well as a deep understanding of platform constraints and user operational realities. The iterative approach ensured that the solution evolved to meet real user needs while maintaining technical feasibility and business objectives.
The WhatsApp Campaign Management System now serves as a blueprint for building similar high-performance messaging platforms, demonstrating how thoughtful UX design can transform complex technical integrations into user-friendly, highly adopted features.
WhatsApp Campaign Management Tool
Campaign Management Tool
2025
Summary
Rannkly is an all-in-one marketing & communication platform that lets businesses run campaigns over multiple channels including WhatsApp, SMS, and Email.
The WhatsApp campaign module enables you to create message templates, manage sending (including broadcast / triggered messages), track delivery & analytics, schedule, and can also integrate with PMS/POS.
Design Timeline
4 Weeks
My Role
Product Designer
Team
CTO (Industry Expert), 3 Engineers, Product Manager
Targeted Business
MSMEs (Micro, Small, and Medium Enterprises)
Final Result
Campaigns Listing
All the built campaigns will appear here, Weather it is published or not.
MY ROLE
At Rannkly, I led the product design of a Campaign Management System a core module aimed at enabling brands to launch localized marketing campaigns across channels WhatsApp and Email.
Scope of work
Secondary Research | SaaS UI/UX Redesigned | Wallet System | WhatsApp Message Template
Process
Design Process Flow
Discovery
Research & Analysis, Heuristic Review
Define
Problem & Goals
Explore
Ideation & Testing
Execute
Design & Build
Iterate
Test & Improve
HOW IT STARTED?
See what are the requirements, pain points and needs of the existing user. This is the real metrics that what we have so I have started finding out all of the pointers.
However based on client requirements and company philosphy, we wanted to expand the product scope.
Analyzed around 230+ requirements, pain points and needs on existing product.
We are constantly getting requirements from the clients.
Stakeholders, Operations, Internal Discussions
Common problems faced in
WhatsApp campaign management tools
Problem Statement
HMW increase the adoption of WhatsApp campaigns by making the experience faster, more personalized, and trustworthy especially for multi-location businesses.
Initial Problem Statement
DESK RESEARCH
Despite WhatsApp’s massive reach in India over 500 million users and universal adoption by both customers and small businesses companies still struggle to run coordinated, scalable, and compliant marketing campaigns on the platform.
CHALLENGE 1
Manual broadcast challenges
Most businesses rely on manual group sends or basic bulk messaging solutions. This leads to poor tracking of campaign performance, fragmented audience segmentation, and limited ability to personalize messaging at scale.
CHALLENGE 2
Compliance and approval barriers
With the tightening of personal data regulations in 2025, businesses face delays and rejections while sending promotional messages due to WhatsApp’s opt-in and template approval requirements.
CHALLENGE 3
Resource bottlenecks
Teams spend excessive time uploading contacts, crafting messages for multiple segments, and managing responses—creating bottlenecks and communication breakdowns in fast-paced marketing environments.
Competitor analysis
Competitor analysis of leading WhatsApp campaign management tools, focused on their strengths, weaknesses, and distinct features relevant for 2025. These solutions include both established platforms and emerging bulk messaging providers, with a breakdown across automation, analytics, pricing, and user experience.
Key Competitors Overview
While the feature was meant to unify campaign creation, early usage data revealed WhatsApp campaigns were significantly underutilized compared to others, despite WhatsApp being one of the most effective communication channels for our clients' target audience.
12.4%
Campaigns using WhatsApp (vs Wati, Aisensy, Interakt)
12.4%
Campaigns using WhatsApp (vs Wati, Aisensy, Interakt)
3x
Higher setup time vs other tools
3x
Higher setup time vs other tools
10
Enterprise clients analyzed
10
Enterprise clients analyzed
12
User interviews conducted by Stakeholders
12
User interviews conducted by Stakeholders
Quantitative Research
Analyzed internal product usage data across 10-15 enterprise clients (mostly in hotels and restaurants)
Campaigns NOT using WhatsApp - 70%
Percentage of total campaigns that did not include WhatsApp as a channel
Average setup time - 15 minutes
Average time taken to set up a WhatsApp campaign from start to launch
Screen abandonment rate - 41%
Percentage of users who left the WhatsApp campaign creation screen without completing
Higher CTR when launched - 34%
Click-through rate improvement when WhatsApp campaigns were successfully launched
Key Insight
Users wanted to use WhatsApp but lacked confidence, clarity, and control. The high CTR for successful campaigns indicated the channel's potential if usability issues were addressed.
Qualitative Research
Conducted 12 interviews (Via Founders) with:
Marketing heads from hospital chains and retail brands
On-ground operators using the platform
Customer success team members
Empathy Map
Ananya - The Brand Guardian
Marketing Head, Hospitality Chain
💭 THINKS
Need to maintain brand consistency
Compliance is critical
What if it gets rejected?
👂 HEARS
WhatsApp is the future
Other hospitals are using it
Patients prefer WhatsApp
👀 SEES
Complex approval process
Unclear status indicators
Manual duplication tasks
😰 FEELS
Anxious about compliance
Frustrated with process
Overwhelmed by complexity
🎯 PAIN POINTS
I need confidence that my campaigns will be approved and won't violate any regulations. The current process is too opaque and time-consuming.
Rajesh - The Local Campaigner
Restaurant Manager, Multi-location Chain
💭 THINKS
Need quick results
Local customers matter
This is taking too long
👂 HEARS
Customers want WhatsApp
Competitors are ahead
ROI expectations high
👀 SEES
Repetitive manual work
Unclear message preview
Complex approval steps
😰 FEELS
Pressured for quick results
Frustrated with inefficiency
Confused by process
🎯 PAIN POINTS
I need to create campaigns quickly for multiple locations without spending hours on repetitive tasks. The current system is too slow and confusing.
Stakeholder Interviews
Key insights from internal and external stakeholders
Internal Stakeholders
Product Manager
We're seeing low adoption rates for WhatsApp campaigns. Users start the process but abandon it midway. We need to understand why.
Key Insight: Low completion rates indicate usability issues
Customer Success Manager
Our clients are asking for WhatsApp campaigns but they're struggling with the setup. We're getting a lot of support tickets about template approval and message formatting.
Key Insight: High support burden indicates poor UX
Engineering Lead
The WhatsApp API integration is complex. We need to build better error handling and status communication for users.
Key Insight: Technical complexity needs better UX abstraction
External Stakeholders
WhatsApp Business API Partner
Template approval can take 24-48 hours. Users need clear communication about status and requirements. Most rejections are due to formatting issues.
Key Insight: Clear guidelines and status updates are critical
Marketing Agency Partner
Our clients want to use WhatsApp but they're intimidated by the setup process. They need more hand-holding and confidence-building features.
Key Insight: Users need confidence-building features
End Customer (Restaurant Owner)
I love receiving WhatsApp messages from businesses. They feel more personal and I'm more likely to engage. But I don't know how to set them up for my business.
Key Insight: High demand but low accessibility
Four Main Friction Points Identified
CHALLENGE 1
Message Clarity
"I don't know how the message will look on WhatsApp."
Root Cause
Absence of a real-time preview feature. Users were unsure if their message formatting, media, and CTAs would render correctly, leading to hesitation and errors.
CHALLENGE 2
Approval Confusion
"Are these templates even allowed by WhatsApp?"
Root Cause
Lack of clear guidelines, status indicators, and understanding of WhatsApp's strict templating and approval policies (WhatsApp Business API requirements). This led to fear of rejection, account flagging, or wasted effort.
CHALLENGE 3
Manual Labor
"It's tiring to create the same message for every branch."
Root Cause
Inefficient workflow for multi-location businesses. Users had to manually replicate campaigns or messages for each individual store/branch, which was highly time-consuming and prone to errors.
CHALLENGE 4
Fear of Spam
"What if users report us or block us?"
Root Cause
Concerns about damaging brand reputation, high block rates, and potential WhatsApp account restrictions. Users lacked control over audience segmentation, message personalization, and scheduling to ensure relevance.
User Personas
Ananya - The Brand Guardian
Marketing Head, Hospital Chain
Goals
Ensure brand consistency across 15+ hospital locations while maintaining compliance with healthcare regulations
Frustrations
Manual campaign duplication, lack of approval clarity, fear of regulatory violations
Motivations
Efficiency, compliance, brand protection, measurable ROI
Tech Comfort
Intermediate - comfortable with marketing tools but needs clear guidance
Rajesh - The Local Campaigner
On-ground Operator, Retail Brand
Goals
Quickly create and launch campaigns for his specific store location with minimal setup time
Frustrations
Complex interfaces, unclear message previews, time-consuming processes
Motivations
Speed, simplicity, local relevance, immediate results
Tech Comfort
Basic - prefers simple, intuitive interfaces with clear visual feedback
KEY CHALLENGES
Old Campaign Challenges
Message delivery failures
Low engagement rates due to poor content
Sending messages to uninterested users
Inability to track campaign performance
Difficulty managing user consents
Generic messages, lack of tailored content
System slowdowns during peak loads
Template rejection due to policy violations
Difficulty in crafting compliant and engaging messages
Inaccurate targeting, high opt-out rates, negative feedback
Time-consuming search for templates, inefficient workflow
Lack of insights for campaign optimization, ineffective spending
Cumbersome process, increased chance of errors, inefficient management
New Campaign Challenges
Retargeting Campaign
Users are unsure how their messages will look on WhatsApp, leading to hesitation and formatting errors.
Users are confused about WhatsApp's template approval guidelines, fearing rejection or account issues.
Users find it tiring and time-consuming to replicate messages for multiple branches or store locations.
Users worry about being reported as spam or blocked by recipients.
Low Confidence & Clarity: Users want to use WhatsApp but lack confidence, clarity, and control in the setup process.
Complex Approval & Technical Barriers: Technical complexity and unclear approval status create frustration and high support burdens.
Intimidating Process: Users feel the process is too complex, slow, and lacking in helpful confidence-building features.
User Journey
Campaigns Listing
All the built campaigns will appear here, Weather it is published or not.
Start Creating a Campaign
The modal window offers a clean, step-by-step setup for WhatsApp, Email, or SMS campaigns, guiding users to add key details and contacts with clearly labeled fields.
Contact Selection
A table where users can filter, select contacts, and view details like email, phone number, and subscription status.
Create Message
users select a message template, choose how to publish (instant, scheduled, test, or draft), and preview the message layout on the right.
Solutions Implemented:
✅ Real-time preview
✅ Formatting guidelines
✅ Media size recommendations
Real-Time Preview
Campaign Detail Page
Users can now analyze their campaigns individually.
Campaign Statistics
Iterative Evolution – Delivery Status
Detail Insights of Campaign
Timeline
Details
Contact Filters
Auto & Manual Refresh
I have added this to help users to refresh the details while the campaign is running.
Retarget Campaign
Allows users to instant retargeting for higher engagement and sales
Within 2 months of launch, the key metrics showed remarkable improvements:
Before vs After Metrics
📊 Campaign Adoption
Before
12.4%
→
After
20.5%
+65% Increase
⏱️ Setup Time
Before
15 min
→
After
7.5 min
-50% Reduction
🚫 Abandonment Rate
Before
41%
→
After
29%
-30% Decrease
✅ Approval Success
Before
~60%
→
After
85%
+42% Improvement
The 65% increase in WhatsApp campaign adoption within two months proves that strategic UX design can unlock significant business value.
The success of this module not only enhanced Rannkly's product offering but also empowered businesses to leverage WhatsApp's immense potential more effectively.
💡 Final Reflection
This project reinforced the importance of continuous collaboration between design, product, and engineering, as well as a deep understanding of platform constraints and user operational realities. The iterative approach ensured that the solution evolved to meet real user needs while maintaining technical feasibility and business objectives.
The WhatsApp Campaign Management System now serves as a blueprint for building similar high-performance messaging platforms, demonstrating how thoughtful UX design can transform complex technical integrations into user-friendly, highly adopted features.