Project Overview

Redesigning Tecovas' existing support chat into a unified AI-powered experience that helps customers discover products, track orders, and resolve common support issues without leaving the shopping journey.

Client: Tecovas
Industry: E-commerce, Retail, Conversational UI, Mobile UX
Timeline: 3 weeks
My Role: Product Designer (end to end)

Challenge 

Tecovas wanted to introduce an AI-powered shopping assistant alongside its existing support chat. However, maintaining two separate chat experiences would require customers to decide which experience to use, creating unnecessary complexity and friction.

The existing chat was also primarily reactive. Customers could ask questions, but common tasks such as order tracking, returns, product recommendations, and inventory checks often required navigating away from the site or waiting for human support

Proposed Solution 

I recommended consolidating both experiences into a single intelligent assistant that could support product discovery and customer support within one conversation.

The redesigned experience focused on:

• AI-powered product recommendations

• Self-service order tracking

• Return and exchange support

• Inventory availability checks

• Context-aware conversations based on the customer's shopping journey

A key design principle was reducing unnecessary friction. Rather than asking customers to repeatedly enter information such as their name, email address, or order number, I proposed leveraging existing Shopify customer account integrations to identify logged-in users automatically. This allowed the assistant to immediately surface relevant information such as recent orders, return status, and personalized support options, helping customers resolve issues faster while creating a more seamless experience.

Impact 

The redesigned experience established a scalable foundation for conversational commerce at Tecovas.

• Unified product discovery and customer support into a single experience

• Reduced friction by introducing self-service workflows for common support requests

• Created a reusable component system for future conversational experiences

• Extended the existing mobile experience to desktop while maintaining brand consistency

• Provided implementation recommendations for Shopify and Loop integrations to streamline customer workflows

Design Solution

Unified AI Assistant

Instead of introducing a second chat experience, customers interact with a single assistant capable of handling both shopping and support needs.

Self-Service Support Flows

Designed dedicated workflows for:

• Order tracking

• Return status

• Return and exchange initiation

• Discount troubleshooting

• Inventory availability

  

Product Discovery

Integrated AI-powered product recommendations directly into the conversation, allowing customers to explore products without interrupting their shopping journey.

Responsive Experience

Preserved the existing mobile chat pattern while introducing a desktop experience optimized for larger viewports.