AI Shopping Assistant UX Case Study

As part of my IBM Build Your Own Chatbot Professional Certificate, I designed and developed an AI-powered retail chatbot to improve the online shopping experience. The chatbot was created to help customers quickly locate products, answer common questions, compare options, and navigate a retailer's catalog through natural conversation.

The project began by identifying user needs and the most common reasons customers seek assistance while shopping online. From there, I mapped conversation flows, defined user intents and entities, and designed responses that guided users efficiently toward their goals while maintaining a conversational, user-friendly experience.

Throughout the project, I focused on user-centered design principles by anticipating customer questions, reducing friction in the shopping journey, and creating clear fallback responses when the chatbot could not fulfill a request. The final prototype demonstrated how conversational AI can improve customer engagement, streamline product discovery, and enhance the overall digital shopping experience.