5 Years of Product Design at Zoko.
I joined Zoko in 2021 as the sole designer on a fully built WhatsApp commerce SaaS platform. My work has focused on evolving the product- revamping core experiences, introducing new feature systems, and scaling design as the business and user base grew.
Product System Overview
Zoko is a WhatsApp commerce platform that enables businesses to manage customer conversations, automate workflows, and drive sales - all within a single system.
Role & Scope
- Sole Product Designer for Zoko’s core platform across inbox, automation, onboarding, and analytics
- Owned end-to-end design from problem definition to delivery in a live, scaling SaaS product
- Collaborated closely with product managers, engineers, and business stakeholders
- Worked directly with sales and support teams to understand user behaviour, pain points, and operational challenges
- Led design decisions across multiple product areas while maintaining system consistency
Key Challenges
Designing Zoko involved solving for scale, operational complexity, and platform constraints.
- Scaling from a single-agent chat tool to a multi-agent, multi-channel system
- Designing within constraints of the WhatsApp Business API
- Managing high-volume, real-time conversations without overwhelming users
- Balancing automation with manual control for different user types
- Maintaining consistency across rapidly evolving product features
System I helped design and scale
Designing a Scalable Product System for Zoko
Designed a scalable product system to ensure consistency across inbox, automation, analytics, and onboarding as Zoko evolved from a single-feature tool to a multi-product SaaS platform.
Outcome:
Enabled faster feature development, improved design consistency, and reduced fragmentation across multiple product areas.
Multi-Channel Inbox & Agent Workspace
Scaled Zoko’s inbox from a single-agent chat tool to a multi-agent, multi-channel workspace supporting real-time collaboration and high-volume conversations.
Outcome:
Transformed the product into a scalable WhatsApp commerce operations platform.
User Onboarding - Zoko + Meta
Redesigned the onboarding flow to simplify WhatsApp Business API setup, reducing technical complexity for merchants connecting their first number.
Outcome:
Reduced onboarding friction and improved activation for first-time merchants.
Analytics & Reporting System
Designed a reporting system to help merchants and team leads monitor conversation volume, response times, and agent performance at scale.
Outcome:
Enabled data-driven decision-making across support and sales operations.
Automation Workflow Builder (Zoko Flows)
Designed a no-code workflow builder enabling merchants to automate customer conversations using rule-based triggers and actions.
Outcome:
Enabled non-technical users to create and manage automated WhatsApp interactions end-to-end.
AI-Assisted Templates & Broadcast (In Development)
Redesigned the broadcast creation flow by introducing AI to generate message copy, suggest target audiences, and ensure WhatsApp compliance.
Outcome:
Reduced a 5-7 step manual process into a guided AI-assisted workflow. - currently in development.
These case studies represent a slice of 5 years of continuous product work. Each one involves real constraints, cross-functional collaboration, and design decisions made inside a live, growing SaaS product.
Let's build thoughtful, scalable products.
Open to senior IC and design leadership roles where I can simplify complexity and ship impactful experiences.
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© 2026 Sooraj. Designed with intention.