WhatsApp – Making Texting Truly Inclusive for All Indians

WhatsApp had to create guides on how to use Voice Notes, which had to be understood by people who couldn’t read or write. Add to this another uniquely Indian problem. The target audience work as migrant labour far away from their homes. Which means the media that reaches them is mostly in languages alien to them. Furthermore, many of them are in media-dark markets with no access to television or hi-speed internet. WhatsApp’s user guides for Voice Notes had to be re-engineered completely. To be understood without needing to be read and distributed in ways that reached the audience organically.