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Case Study
WhatsApp usage billing dashboard: simplifying a complex operational experience.
How turning fragmented SaaS usage data into a clearer interface helped teams reduce operational overhead.
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Context & Challenge
This case took place on a chatbot creation platform, Blip, a global Conversational AI company.
The challenge
Users had to piece together information from multiple areas to understand what was happening. The original experience presented usage and billing information in a fragmented, hard-to-scan way. The design needed to support clarity and confidence.
I started by investigating how users were using the metrics that were available at the time through interviews, consolidating them in a Empathy Map and Point of View.
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Research and ideation
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Journey Mapping
Internal investigation resulted in a service blueprint mapping most problematic billing operations
Stakeholder Workshops
With 5 external clients, I mapped the most common problems regarding usage comprehension
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Product launch concept
A visual exploration of launch messaging and visual hierarchy in a modern product experience.
Key insight: Even custom workflows share common baseline structures. A standard Agent Template Library could reduce friction without removing flexibility.
Testing & Iteration
The turning point came when the experience moved from a crowded builder to a calmer, guided playground.
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I ran two rounds of qualitative testing with internal staff and hotel clients. The clearest pain points were confusion around field names, hidden descriptions, and misunderstood conditional logic such as AND vs. OR.
Outcome
The dashboard became easier to understand and better aligned with everyday workflows, which improved confidence and reduced support friction.
Operational clarity
Guided the user toward the most relevant billing and usage information first.
Improved confidence
Made the experience more trustworthy for frequent use and fast review.
Key insight for future iterations
Clients with lower data maturity were more likely to still struggle with understanding the billing model — signaling this wasnt a one-and-done problem.