Connect AI Integration- Final Designs
Background
This project started around November 2024 and has been ongoing and ever-evolving. Throughout this “Connect AI Integration”,
I worked with 2 other designers (I helped onboard a new designer around this time) ideated on designs with wireframes and explored features that would be helpful to users as well as features that were requested by stakeholders
I created components and worked on creating icons from scratch to fit new aspects of our product. I had ownership over some features within the design and worked on search and group by features, the VA hand off summary, the add participant icon and more. I also worked on many interactive prototypes in Figma
I worked with my team to analyze findings of a focus group. This was the first time our design team had the opportunity to hear from actual Premier customers. I presented the focus group results in multiple forums with my team
I assisted with user feedback analysis after we completed unmoderated user testing on UserTesting.com
(1) Problem: Connect was now Store Level, but now we want to integrate it with the Virtual Assistant. How can we bridge the gap between where we are (Store Level Connect) and where we want to be (Connect AI Integration)?
(2) Research + Design: As a team we reviewed industry standards and necessary elements. We collaborated closely with the Unified AI (UAI) team to ensure that our Connect chat fit the UAI design system. The UAI team also conducted research on users and features and shared this with us.
(2.5) Design: We created new components when necessary and gave them back to the UAI team to be added into their design system. This was a highly iterative and collaborative project.
(3) Design: After working with the UAI team and resizing their product to fit within ours, we worked with business stakeholders to discuss the future of Connect as a product and to further understand the business requirements. As a team, we ideated on designs, we tested with users and accessibility and iterated on our designs before reviewing and handing off to dev teams.
(4) Result: The Connect pilot (UX changes, but no AI integration) was launched in February 2025 in 26,000 pilot stores in the US. Dell sellers used the product and we immediately got positive feedback! In May 2025, the Virtual Agent Integration was live in 26,000 stores.
The Story of Connect
Here lies the “Story of Connect”. This is the journey of Connect as a product from Non-Real Time Chat to AI Integration.
For context, I joined the product line in FY25 Q1 (February to April 2024) and have been on this product line throughout our AI Integration process.
Enjoy this quick video!