PROJECT SNAPSHOT
PROJECT SNAPSHOT
Designing the UK's first Generative AI Digital Assistant for EE
Designing the UK's first Generative AI Digital Assistant for EE
THE PROBLEM ❌
EE gets thousands of contacts per week from customers enquiring around simple questions. This is a massive cost to the business. Aimee is intended to be able to solve those smaller questions, however upon entering the team, Aimee was still a very simple chatbot experience.
I was brought in to the team to transform EE's chatbot into a first-of-its-kind digital assistant for EE customers. Using a mixed generative AI & NLU AI model with multi-modal input - I transformed Aimee into a best-in-class visual and user experience.
MY IMPACT ✨
Conducted 6 workshops & design sprints across 6 months, interacting with over 100 stakeholders across EE.
Delivered 5 new GenAI-powered journeys alongside a platform migration, representing a multi-million £ cost save to the busieness.
An up to 18% increase in App Containment in GenAI journeys delivered.
ROLE
Product Design Specialist
TYPE
Redesign & Rebuild. Innovation.
Stakeholder Management
TEAM
2 Product Designers
4 Conversation Designers
DURATION
2024 - 6 months
THE PROBLEM ❌
EE gets thousands of contacts per week from customers enquiring around simple questions. This is a massive cost to the business. Aimee is intended to be able to solve those smaller questions, however upon entering the team, Aimee was still a very simple chatbot experience.
I was brought in to the team to transform EE's chatbot into a first-of-its-kind digital assistant for EE customers. Using a mixed generative AI & NLU AI model with multi-modal input - I transformed Aimee into a best-in-class visual and user experience.
MY IMPACT ✨
Conducted 6 workshops & design sprints across 6 months, interacting with over 100 stakeholders across EE.
Delivered 5 new GenAI-powered journeys alongside a platform migration, representing a multi-million £ cost save to the busieness.
An up to 18% increase in App Containment in GenAI journeys delivered.
ROLE
Product Design Specialist
TYPE
Redesign & Rebuild. Innovation.
Stakeholder Management
TEAM
2 Product Designers
4 Conversation Designers
DURATION
2024 - 6 months
Project Highlights
Project Highlights
Project Highlights
I ran design sprints & workshops
I ran design sprints & workshops
I ran 6 workshops within a 6 month period with over 100+ stakeholders from 12 departments of EE. Going from alignment to prototype in code in 2 weeks.
I ran 6 workshops within a 6 month period with over 100+ stakeholders from 12 departments of EE. Going from alignment to prototype in code in 2 weeks.
I created a UX strategy and introduced design process
I created a UX strategy and introduced design process
Due to the newness of the technology and the speed we had to deliver, we had to invent a lot of our own processes. This came together in our "Hybrid-design model", our workshops and our "Human-AI Interaction Playbook"
Due to the newness of the technology and the speed we had to deliver, we had to invent a lot of our own processes. This came together in our "Hybrid-design model", our workshops and our "Human-AI Interaction Playbook"
I performed labs-based generative research to unpick ambiguity
I performed labs-based generative research to unpick ambiguity
We were stepping into a world of unknowns. This meant we had to use research labs not just for product usability but to genuinely invent our own methodologies and approaches to creating these experiences with AI. We brought real-life EE customers into our Birmingham office once every two weeks to try our product.
We were stepping into a world of unknowns. This meant we had to use research labs not just for product usability but to genuinely invent our own methodologies and approaches to creating these experiences with AI. We brought real-life EE customers into our Birmingham office once every two weeks to try our product.
Aimee at the London Chatbot Summit 2023
Aimee at the London Chatbot Summit 2023
High Impact Design Decisions 👇🏼
High Impact Design Decisions 👇🏼
High Impact Design Decisions 👇🏼
Aimee, why is my bill higher than normal?
Aimee can diagnose differences in the customers bill between months and can recommend savings.
Aimee, why is my connection so bad?
Aimee will use tech services API's to identify if there are outages in the customers area.
Aimee, why is my bill higher than normal?
Aimee can diagnose differences in the customers bill between months and can recommend savings.
Aimee, why is my connection so bad?
Aimee will use tech services API's to identify if there are outages in the customers area.
Aimee, why is my roaming not working?
Aimee will check the customers account to identify if their device is set up to roam in the country they are in.
Aimee, how much does it cost to roam?
Aimee will calculate and recommend to the customer the cheapest roaming pass for their journey.
Aimee, why is my roaming not working?
Aimee will check the customers account to identify if their device is set up to roam in the country they are in.
Aimee, how much does it cost to roam?
Aimee will calculate and recommend to the customer the cheapest roaming pass for their journey.
Aimee, how do I turn on Wi-fi calling?
Aimee will use our device guides to pull in step-by-step instructions on how to resolve issues with their phone.
Aimee, how do I turn on Wi-fi calling?
Aimee will use our device guides to pull in step-by-step instructions on how to resolve issues with their phone.
Take a deeper look 💡
Learn about the process, research and hypothesis behind this work
🔒 CASE STUDY DEEP DIVE
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See the next project 👉🏼
Redesigning British Telecom's buiness internet buying experience
See the next project 👉🏼
Redesigning British Telecom's buiness internet buying experience
Take a deeper look 💡
Learn about the process, research and hypothesis behind this work
🔒 CASE STUDY DEEP DIVE
↓
↓