WhatsApp Campaign Management Tool

Sahil Arora

Resume

WhatsApp Marketing Platform

WhatsApp Campaign Management

Redesign the campaign management tool at Rannkly. Increase in whatsapp campaign adoption rate.

Within 2 months of launch, the key metrics

showed remarkable improvements:

Within 2 months of launch, the key metrics

showed remarkable improvements:

65%

Increased Adoption Rate

Trusted By 4000+ Brands:

Project Information

About WhatsApp Campaign Management tool

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

Targeted Business

MSMEs (Micro, Small, and Medium Enterprises)

Problem Statement

Initial Problem Statement

How might we help restaurant owners effortlessly drive repeat business and revenue growth using WhatsApp campaigns?

Scope of work

Design Process

Discovery

Research & Analysis, Heuristic Review

Define

Problem & Goals

Explore

Ideation & Testing

Execute

Design & Build

Iterate

Test & Improve

Spotlighting Hudles in Publishing WhatsApp Campaign

Analyzed around 230+ requirements, pain points and needs on existing product.

Bad Experience

Too many steps

Hard to filter out

Tough to select contacts

Template Preview not available

Basic tracking features and more

Clients Requirements

I want to schedule campaign
Can I get pre-defined whatsapp templates because constantly message templates are rejecting
I want to Track and Analyze:
1. Campaigns
2. User Behaviours
3. Credits Usage
Multimedia support to send images, videos etc

Emotions / Pain Points

Curious but skeptical about spam/compliance and pricing.

Unsure if it’s built for restaurants vs generic SaaS.

Very limited time; hates long qualification calls and big forms.

Worried it will turn into aggressive sales spam.

Overwhelmed by API, BSP, opt-in jargon.

Fears template rejections and compliance issues.

Price confusion (conversation-based vs user-based vs flat).

Afraid campaign will flop and make them look bad to guests.

Worries about long lock-in or hidden costs.

Nervous about API set-up and Meta Whatsapp Business Manager.

Might have no customer data if newly opened.

Unsure which campaigns work best.

Overloaded by metrics; doesn’t know what “good” looks like.

May forget to explore advanced features and see plateauing results.

Sensitive to price if revenue impact is not obvious.

Has little time to write long reviews.

Unsure what to say or which numbers matter.

Curious but skeptical about spam/compliance and pricing.
Unsure if it’s built for restaurants vs generic SaaS.
Very limited time; hates long qualification calls and big forms.
Worried it will turn into aggressive sales spam.
Overwhelmed by API, BSP, opt-in jargon.
Fears template rejections and compliance issues.
Price confusion (conversation-based vs user-based vs flat).
Afraid campaign will flop and make them look bad to guests.
Worries about long lock-in or hidden costs.
Nervous about API set-up and Meta Whatsapp Business Manager.
Might have no customer data if newly opened.
Unsure which campaigns work best.
Overloaded by metrics; doesn’t know what “good” looks like.
May forget to explore advanced features and see plateauing results.
Sensitive to price if revenue impact is not obvious.
Has little time to write long reviews.
Unsure what to say or which numbers matter.

Common problems faced in
WhatsApp campaign management tools

Common problems faced in WhatsApp campaign management tools

Spreadsheet Link

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

Rannkly Vs Competitors

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.

Higher setup time vs other tools

Higher setup time vs other tools

Higher setup time vs other tools

Enterprise clients analyzed

Enterprise clients analyzed

Enterprise clients analyzed

User interviews conducted by Stakeholders

User interviews conducted by Stakeholders

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

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

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

WhatsApp Campaign Tool Journey Map (Restaurant Buyer)

Persona: Owner / marketing-in-charge of an independent restaurant/QSR/café.

Customer Goal: Fill tables, increase order value, and drive repeat visits using WhatsApp campaigns.

My Goal: Move them from Awareness → Consideration → Purchase → Satisfaction → Loyalty → Advocacy while driving measurable WhatsApp revenue.

Journey Map

Journey Map Link

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

This is what customer gets

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:

Within 2 months of launch, the key metrics

showed remarkable improvements:

65%

Increased Adoption Rate

-50%

Setup Time

-30%

Abandonment Rate

+42%

Approval Success

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.

Design Process

Discovery

Research & Analysis, Heuristic Review

Define

Problem & Goals

Explore

Ideation & Testing

Execute

Design & Build

Iterate

Test & Improve

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.

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

This is what customer gets

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

Discovery

Research & Analysis, Heuristic Review

Define

Problem & Goals

Explore

Ideation & Testing

Execute

Design & Build

Iterate

Test & Improve

Design Process Flow

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

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

This is what customer gets

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

Sahil Arora

Resume

💡 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.

Scope of work