A personal AI-powered shopping assistant chatbot solution where customers can self-serve everything from shopping services to plans, and technical support.
Role
Industry
Duration
2️⃣ Information Architecture
Based on the research findings, I found out how the AI Chatbot could help customers flow through their e-commerce journey and the information architecture.
Restructured the app’s navigation to prioritize frequently used features such as shopping, plan management, and technical support.
Streamlined the onboarding process to reduce friction and improve user activation rates.
Designed an adaptive flow to personalize the user journey based on user behavior and preferences.
Planned for a 24/7 self-service experience, ensuring users could seamlessly complete tasks anytime, anywhere.
3️⃣ Wireframing & Prototyping
To visualize and test design concepts, I draw the overviews of the interactive product to establish the structure and flow of possible design solutions, but also;
Created low-fidelity wireframes to map out the user journey and key interaction points.
Designed interactive prototypes using tools like Figma, enabling rapid iteration and feedback loops.
Conducted internal reviews and collaborative sessions with product managers and engineers to ensure technical feasibility and strategic alignment.
4️⃣ Usability Testing & Iteration
Conducted usability testing with a diverse group of users to validate the design and user flows.
Gathered qualitative feedback on the chatbot’s usability, tone, and overall experience.
Iteratively refined the interface to address pain points and enhance engagement.
Based on the feedback, we made necessary adjustments to the design.
5️⃣ Visual Design & Style Guide
To ensure a cohesive and branded experience, I:
Developed a visual design system with Claro’s brand colors, typography, and iconography, creating a friendly and approachable look.
Designed micro-interactions and animations to enhance engagement and delight users.
Created a comprehensive style guide to maintain consistency in future updates and enhancements.
Outcomes & Impact
The redesigned AI-powered shopping assistant chatbot significantly improved the user experience, leading to:
Increased online sales by 120%, generating 1,647 new sales within 12 months.
3 min 14s Average Time on Site, indicating higher user engagement and interaction.
1.4 million page views, showcasing increased visibility and usage of the chatbot solution.
Business Impact
Enhanced the brand’s digital presence and customer engagement, supporting Claro’s strategic digital transformation goals.
Reduced customer support dependency by empowering users with a comprehensive self-service experience.
Contributed to improved customer satisfaction and retention rates through personalized and seamless interactions.
Lessons Learned
Humanizing AI Drives Engagement
Naming the chatbot Clara and giving it a relatable identity enhanced user connection and trust.
Learned the importance of emotional design in creating meaningful digital experiences.
User-Centered Design is Key
Conducting extensive user research and usability testing provided valuable insights that guided design decisions.
Reinforced the value of continuous user feedback and iterative design.
Cross-Functional Collaboration Enhances Outcomes
Close collaboration with product managers, engineers, and stakeholders ensured strategic alignment and technical feasibility.
Improved my ability to advocate for user needs while balancing business goals and constraints.
Conclusion
This project not only transformed Claro’s e-commerce experience but also demonstrated the power of AI-driven personalized interactions. My involvement as a Senior UX Designer allowed me to leverage human-centered design principles, cross-functional collaboration, and strategic thinking to deliver a high-impact digital solution.
This experience reinforced my commitment to innovative, user-centric design solutions that enhance customer experiences and drive business growth.
