CxD for WhatsApp

Leverage the power of WhatsApp Business to connect and communicate with people. Learn the principles unique to designing for WhatsApp’s interface, as well as the fundamentals of good conversation design.

are a conversation designer and want to learn best practices and how to adapt conversation design principles to WhatsApp’s interface
are new to conversation design and are interested in learning good conversation design principles as they relate to the WhatsApp platform
are a business exploring WhatsApp as a new medium of communication to interact with your customers
want a practical insight into how large enterprises are leveraging WhatsApp’s features for customer engagement, gathered from 100+ live implementation

This course was developed in partnership with Haptik. Haptik is an Enterprise CX Platform driving the world’s transition to AI-powered conversations. It transforms the way businesses interact with consumers, providing a significantly upgraded customer experience. Haptik is a part of the $70 billion Jio Platforms Group, reaching over 100 million devices, and processing over 4 billion conversations. It has helped many global brands including KFC, HP, Disney Hotstar, StarHub, Whirlpool, Zurich Insurance and more, in reducing costs and increasing revenue.

In 2020, Haptik launched a platform called Interakt to meet the growing communication needs of small to medium businesses looking to connect with customers on WhatsApp. Interakt was built to democratize WhatsApp Business by making it an accessible communication infrastructure that is simple enough for e-commerce businesses to reach their customers on WhatsApp and efficiently manage product/service-related communication with them. Interakt is currently serving more than 500 businesses, and has powered more than 15 million conversations!

How to handle the planning phase of a project and select the most impactful use-cases for a dynamic platform like WhatsApp
How to effectively use the UI elements provided by the WhatsApp Business API, including interactive elements
The differences between 1-way and 2-way communication in WhatsApp, and how to design for both
How to design for all the parts of a conversation in WhatsApp: initiation, continuation, navigation, ending, agent handover, and feedback collection
The rules and design principles for creating and sending notifications through WhatsApp
Principles unique to designing for WhatsApp’s interface, as well as the fundamentals of good conversation design
CDI’s proven workflow

In 2018, Hans co-founded the Conversation Design Institute to establish processes, techniques, and organizational standards to professionalize the role of conversation design within large enterprises.

Hans also sits upon the board of CDI Foundation, which is focused on undertaking research, education and industry development, along with providing scholarships to help people from underrepresented and disadvantaged backgrounds enter the CAI industry.

Jio Haptik is an AI leader having pioneered AI-powered innovation since 2013. In fact, it currently leads Indias AI market having become the first to process 15 billion+ two-way conversations across 10+ channels and in 135 languages. The company is also a Category Leader across platforms including Gartner, G2, Opus Research & more. The company recently won the award for Tech Startup of the Year in the AI category at Entrepreneur India Awards 2023, and gold medal for Best Chat & Conversational Bot at Martequity Awards 2023. The company has a headcount of 200+ employees with offices in Mumbai, Delhi, and Bangalore.