Amazon Live Chat with Laptop Sales Experts




UX Design & Research Lead

About this project:

Amazon’s current search experience is daunting for consumer electronics customers with low technical understanding. Research indicated that non-technical customers sought shopping guidance on finding products that met their individual needs. Customers will often check review websites, visit a brick and mortar store, or rely on a trusted friend or family member for advisement. To better serve our customers I designed a live chat support experience for scenarios where customers would use upper funnel search queries like “laptop.” This support experience connected customers with live technical experts who could determine product of best fit after gathering some usage requirements. We started off with laptops and eventually planned to extend this support to other consumer electronics products. Research insights supported a desktop-first design approach.


6-week post launch snapshot:

  • 197K impressions
  • Average order greater than $500

Desktop designs:

Additional process artifacts: