Insight
Exploring AI-driven CX
Industries
Ready for the revolution?
AI will transform how we shop through more personalized, efficient, engaging, and spatial interactions. Find out what's next for e-commerce CX.
Envisioning what's next
We created an AI-enabled e-commerce experience that operates at the intersection of today’s AI capabilities and customer needs, packaged as a more seamless shopping experience. AI is evolving rapidly, and it can be intimidating to try to keep up.
This means that continuously exploring current and future use case scenarios is critical. Focusing on future customer experiences, we envisioned a near-term user journey for furnishing a new apartment.
AI customer experience vision
Understanding the playing field
A study by Accenture found that 91% of consumers are more likely to shop with brands that provide relevant offers and recommendations. While personalized experiences are not a new sales tactic, AI is reshaping both the possibilities and the expectations.
We explored where we’re seeing exciting AI-driven offerings across industries, such as IKEA’s AI shopping tool and Spotify’s AI playlist feature (currently in beta at the time of writing), in which you can type a prompt and get a personalized playlist. By constantly scanning the playing field, exploring new scenarios, and experimenting with technology for edge cases, we envision and build viable solutions for today.
Solving real problems
While AI technology is fascinating, its value lies in solving real-world problems. We focused on how AI can enhance the customer experience by making it easier, faster, and more seamless. Many solutions we’re seeing hit the market are reactive to competitors as brands race to jump on the AI bandwagon, but the key to building what’s next in AI-driven CX is to speak to real customer needs.
80% of consumers are more likely to make a purchase when brands offer personalized experiences, a key benefit of AI-driven customer engagement (Epsilon). Our exploration focused on how AI could address specific needs with practical and tangible solutions.
Your style, imagined
Instead of focusing on a single moment of a user journey, we explored how various pain points could be remedied at different moments in the shopping journey, leveraging an AI tool.
In this exploration, we focused on people moving to a new city who needed to furnish a new space that might not be physically located there yet. Rather than focusing on specific pieces of furniture, we wanted to design a tool that centered on a user’s personalized aesthetic.
By levering AI to transform photos into a 3D model of the user's space for better visualization, furnishing it based on references the user provides for style and aesthetic, and personalizing it based on text and voice inputs to fit the user's preferences, the entire experience is ultra-customized to the individual shopper.
As strategic designers, we use emerging technologies like AI to create engaging, seamless, human-centred experiences. This product vision shows how we’re reimagining interactions with brands by harnessing AI’s potential in dynamic, hybrid interfaces.
Danilo Saito
Director of Experience Design
ManyoneMore to explore:
During a Manyone-hosted webinar in October 2024, Hannah Gutkauf and Danilo Saito from Manyone's NYC office dove into the potential of GenAI to elevate customer experiences, streamline operations, and adapt to rapidly changing consumer expectations in retail.
Hybrid interfaces
In an AI-driven world, more than a static user interface is required. We explored what a thoughtful approach to communicating with AI could look like, and the result was an adaptable, dynamic, hybrid interface that adapts to the user’s needs and the information being presented.
By utilizing various modalities –text, voice, images, 3D, and big data – we can create a more fluid, natural, and responsive experience.
