WhatsApp business case study
Reducing drop-off rates & improving UX for high-intent actions
Challenge
Operations teams hesitated to accept new terms of service (TOS) due to unclear messaging, leading to drop-offs and potential loss of engagement.
Outcome
Enhanced TOS clarity and user experience ensured smooth acceptance across four markets, minimizing drop-offs and maintaining seamless customer communications.
How we got there
Twenty interviews uncovered user concerns, guiding UX enhancements to reduce friction and improve task completion rates.
"Our team was struggling with user engagement around our new terms of service, and we were seeing significant drop-offs. The UX improvements guided by Daria made all the difference. By addressing user concerns head-on and refining the clarity of our messaging, we managed to reduce drop-offs dramatically across multiple markets. Her work ensured seamless communication with our users, and we couldn’t be happier with the results."
Veronica Tang
Product Ops Manager, Whatsapp
