Avantor, a global leader in life sciences and advanced technology solutions, sought to streamline their customers' online shopping journey with AI assistance, enabling personalized product discovery and buying support.

Our engagement initiated with a rapid research sprint, during which I led user & stakeholder interviews, analyzed support agent chat sessions, defined user archetypes, shaped a north star strategic vision statement and crafted current-state, MVP, and future-state user journeys. I engaged in market trend research on AI modalities and conversational design in e-commerce to inform our proposed point-of-view.

I concepted and designed the Avantor AI Navigator solution, an AI-powered product discovery assistant that assists users in product exploration and answering scientific queries. The Navigator seamlessly integrates with and enhances the existing search experience, maintains user control over the interaction, and leverages a friendly, informative tone of voice and personality through intentional conversation design.

Our team delivered high-fidelity MVP and future-state designs, AI explainability, ethics & governance implementation guidance, and AI assistant personality, brand and conversation design.

Avantor AI Navigator impact metrics & usage analytics are client confidential at this time.