Boosting Personalization and Productivity with AI/ML and Gen AI, Unlocks $84M Potential

I blended design strategy with co-creation, cross-team collaboration, product design craft, and experimentation to explore part of a $84M Design Services process opportunity. Integrating with maturing AI/ML and Generative AI maximized personalization and optimized productivity.

Role & Responsibilities

Senior Experience Design Lead

Discovery Strategy
Research
Systems and Service Design
Product Design (feature grouping, flows, wireframes, lo-fi prototypes)
LOE Estimation

Team

I was part of a minimal cross-functional team, which included a Product Manager and two Engineering partners.

Collaborated with Omni-Design Services Leads, Interior Designers, and Innovation Team.

Remote, distributed
On-site visits about every 6 weeks

Timeline

3 months, part-time commitment

Month 1: —-

Month 2: —-

Month 3: —-

What started as a feature gap analysis of a newly built internal tool to support omni-interior services designers’ needs became an exploration of combining and connecting software tech stack to optimize efficiency and decrease software costs and maintenance.

Today design services projects are a lengthy customer trek, where designers spend 7.5+ hours per customer project leading ~20% of projects through to completion.

HM designers spend less time on projects?

HM designers see 2x more projects through completion with their customers?

$84MM design services opportunity at-scale

Full benefit actualized when reducing designer project time from 7.5h to 3.5h, improving quality of product recommendations, and improving overall CVR

1 week, kickoff and prep

Discovery Strategy, time and deliverable estimates

4 weeks, Team Onboarding and Research:

Stakeholder interviews

Research, End User Interviews (ride-along)

Feature Gap Analysis, Touchpoint map, Service map

2 weeks, Ideation and Prioritization:

Challenges and solutions

Feature cards, storyboards

Prioritization and grouping

Sync and Async Coordination with Design Services product team, connected services (Wayfair NEXT team)

If using gen AI, AI to help -- how much is too much? What's the right amount of help and accuracy?

2 weeks, Iterate and Increase fidelity:

Wireframes

Co-creation with Designers (continued relationship, become advocates)

LOE Estimations, Product Strategy

2 weeks, Iterate and Increase fidelity:

Low-fidelity prototype

Pitch deck

After exploring the concept and evaluating LOE options, the Project Pad product development was paused to be revisited later in the year. This was partially due to organizational changes, a reduction in force, and less of a focus on Design Services.

I learned…

Connecting value across the business
Connecting customer touchpoints for maximum experience
Maximizing employee experience Service and Product Discovery, Design, and Strategy

If faced with a similar experience…

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