GEN AI SHOPPING ASSISTANT
Walmart's first Gen AI Pilot experience
Type:
Desktop, AI, E-Commerce, Conversational Commerce
Year:
2024
Creating a new shopping experience beyond search
Challenge
How to create an experience that expands search capabilities using phrases by taking technology and translating it into every day use cases.
Tight timelines made it difficult to balance speed with thorough user research and iteration.
Navigating a new and evolving technology required constant alignment across design, research, product, and engineering.
OPPORTUNITY
Provide an experience to increase aid in a customer's journey, by giving users a way to ask broad or narrow questions about their needs and receive product recommendations that they otherwise wouldn't have thought to search for.
APPROACH
Created a roadmap with clear milestones to align design, research, and delivery.
Balanced speed and research by leading both strategy and hands-on design work.
Conducted competitive analysis and user research to understand the problem space.
Defined the assistant’s personality and tone to align with brand and user expectations.
Mapped user journeys to identify key moments in the end-to-end experience.
Monitored live conversations post-launch to optimize interactions and improve user engagement.
Impact
The Shopping Assistant Beta was a success that led to implementation of Gen AI-powered search function across iOS, Android, and Walmart.com providing customers a more interactive and conversational experience.
