01 — Problem Framing
High-volume activations
on unreliable tooling
Field agents activate routers in high-density communities across South Africa. When location fails and data is typed freehand into chat, activations slow down and errors reach back-office systems.
Problem 01 — Location accuracy
OnMap assigned agents to the wrong address
The existing location system was unreliable in high-density areas — field agents regularly arrived at incorrect addresses, wasting time and delaying activations.
Problem 02 — Data entry errors
Customer details typed freehand into chat
Agents manually typed names, phone numbers, and contact details as WhatsApp messages — no structure, no validation, and errors that reached back-office systems.
Problem 03 — Accessibility gap
The tool wasn't built for the people using it
Field agents and customers needed a tool that worked on any Android without downloading an app. WhatsApp meets them where they are.
Chatflow designs
Chatflow wireframes designed for the new WhatsApp activation bot
Final output
Actual output — the live WhatsApp bot built from these designs
