[Case 01]
GenAI Product Support
1 model - everywhere customers need help.
UX Lead
End-to-end
12-Month
Visons to launch
9 PMs
Cross-Functional Triad
8 Orgs
Unified
Shaping the future of product support
Unifies 5+ clicks of fragmented Product Lifecycle Support CX into 1 GenAI surface across shopping + ownership, 30% faster help, 15% guided self-service and 15% fewer avoidable returns.
What I Build
Zero-Explanation Support
Hybrid UI + Structured Guidance + Transparent Tech
GenAI support chat → Guides/videos → Relevant solutions → Happy path conclusion
My Scope
North Star + rollout plan
Generative AI UX · Information architecture
Unified patterns + intent model
Design systems/unified patterns · E2E journey design
Measurement hooks for iteration
Experimentation · Cross-functional leadership
Context
The Problem
418M+
Annual support visits
“where do I find help or support?”
5+ Clicks
Support options buried across layers
“Why is this so hard to find?”
68% drop-off
Users quit the support flow before reaching a solution
“Why is it so hard to find the solution”
15M+
Human Agent Calls for "Technical/Simple Fix" issues
“I need to talk to the agent instead”
The Bet
1 place to start + 0 dead ends
Make PLS feel consistent across shopping + ownership.
Outcome