My role
I led the end-to-end design process from concept ideation to final delivery, including discovery phase, interaction, and visual design, as well as user research and stakeholder management. My deliverables included competitor analysis, user journeys, defining user stories (design thinking), UI designs, interactive prototypes, measuring outcomes, and final deliverables to the development team.
Design challenge
Today we rely mainly on human customer support, the system is unable to scale to support the growing customer base. It's also costing Meta a significant amount which is projected to increase without an efficient solution.
Solution
Improved search accuracy by understanding user intent rather than relying on keyword matching. Generates tailored answers instead of linking to Help Centre articles, with responses becoming more accurate and personalised over time.
User research
Validated my hypothesis through user testing of prototypes
What were the Outcomes?
