Simplified the consumer query process post purchase by designing an AI-powered intake flow

View deliverables

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Lead product designer

Time

5

2 months

Tools

5

Figma, Figjam

Overview

Energexae is a next-generation e-commerce platform specializing in innovative smart lighting solutions and connected home accessories, offering curated collections of IoT-enabled LED bulbs, fixtures, and complementary smart home devices that empower consumers with energy-efficient, customizable, and seamlessly integrated lighting experiences for modern residential and commercial spaces.

About the project

Led the design of consumer experience for the B2C e-commerce platform, automating the manual concern intake process into a rule-based chat solution

In this project I have helped the team with the strategy and product design for creating the automated self service solution for consumers moving away from manual email based ticketing solutions

Challenges

Today, Energexae does not support automated concern resolution for issues like, Item not received, Return & Refund,and Parital refund (collectively referred to as Ineligible Dispute Reasons) for their customers. However, these issues are filed today via manual channels resulting in poor consumer experience, long wait time, merchant friction and loss, increased operational expenses, and Energexae losses.

Limited Communication

No self service option forcing consumers to escalate simple queries via manual channel like emails or support number

Long wait time

Support unavailable outside business hours, no weekend support

Merchant friction

~1,200 cases per month, with merchants obligated to respond. Customers forced to repeat details across channels requiring multiple touch points

48 hours

Resolution wait time

~1200

Email tickets per month

~ 2500 AED

OPEX per month

Solution

Designed and architected an intelligent AI powered self service concern intake platform that manages the most common customer queries 24*7 without any human intervention. This approach freed up the support team to focus on high value complex cases by eliminating merchant friction and improving customer loyalty.

Chatbot with instant response

Provides immediate answers to 60-70% of routine queries within minutes, eliminating wait times entirely for self-serviceable issues and reducing customer frustration during off-hours

Proactive asynchronous communication

Chatbot sends status updates and follow up information via email & notification without requiring customer follow-up, so customers get answers even while they sleep.

Feedback collection

Mechanism to capture buyer sentiment immediately after self service resolution

Why this matters?

Customer experience: Saves consumer time and allows managing consumer concern to more trusted and self service model providing instant assistance

Operational Efficiency: Reducing Opex helps the business reduces unnecessary refunds and optimizes costs.

Actionable Insights: Collecting feedback post-resolution helps improve the experience and measure satisfaction.

Taskflow

Styleguide

We developed a versatile color system to accommodate various needs for maps and labels. Additionally, we selected typography that will balance well between English and Arabic