[Case 01]
GenAI Product Support
1 model - everywhere customers need help.
UX Lead
End to end
2025
Project Time
10M+
Units/year
+15%
Self-service
Shaping the future of product support
Unifies 6+ entry points of fragmented Product Lifecycle Support into 1 GenAI surface across shopping + ownership, 30% faster help, 15% guided self-service and 15% fewer avoidable returns.
My Scope
The Problem
6+ entry points for product support
Fragmented and disconnected cx
“where do I start?”
3~4+ clicks to basic help
Support options buried across layers
“Why is this so hard to find?”
No shared support model
Different layouts, behavior, entry points
“Why does this look different every time?”
Fix vs return is disconnected
Customers return before trying the right resolution
“Should I contact support or just return it?”
The Bet
Make PLS feel consistent across shopping + ownership.
What I Build
Quickly complete purchases without interruptions.
Intent-first conversation → 1–2 clarifying questions → best PLS path
Resolution System
Guides/videos → brand chat/call → replacement parts
Outcome
Research
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