EBAY.AI

Conceptualizing an AI shopping agent.

BRAND: EBAy

DATE: 2022

PLATFORMS: IOS/ANDROID/WEB

ROLE: SPRINT LEADER

TEAMS: CORE PRODUCT

STATUS: IN BETA

Exploration and evaluation can be overwhelming on eBay. There's so much to sift through and no easy way to quickly assess and compare items based on unique preferences or real-life scenarios. It's hard to tell what's 'right for you' when the current solution is built for everyone. In collaboration with Frog, I led a design sprint to create eBay.AI, a generative AI agent capable of super charging search and making the browse experience more conversational, contextual, and fun.

With eBay.AI, buyers have an always-available, smart shopping agent that meets them where they are, responding in real-time with best items, easy-to-scan info, contextual prompts, and more. We developed an Agent...

HIGHLIGHTS

2

Week AI "Lighthouse" design sprint

4

Prioritized generative AI concepts

15

buyers researched in concept test

1

Fully functional coded demo

EBAY.AI INTRO

We designed an agent whose primary focus is its natural capability as a personal shopping assistant for enthusiast buyers.

Our intro to the agent explored who the agent is, where it operates on the eBay platform, and how it communicates with users. We showcased just how helpful eBay.AI is through the lens of Olivia, a thrifty aspirer who recently moved into a new apartment and is on the hunt for a classic mid-century chair on eBay.

EBAY.AI DETAILS

We explored more of the agents advanced capabilities, contextual entry points, and seamless integration within the eBay app.

We did this through the lens of Olivia whose best friend is getting married in Miami. Having scoured vintage shops in the city with nothing catching her eye, she returns to eBay and uses natural language to find her dress, get information about the brand, and add it to her cart—all with the help of eBay.AI.

UX ANATOMY

The agent is designed to be easily activated when users want it, surfaced when they need it, and be personified to mirror eBay's voice and tone.

We mapped a spectrum of potential agent identities to ensure a seamless integration within the eBay app. We also explored entry points and activation thresholds to ensure users can access the agent from practically anywhere within the app, making it intuitive and easy to get the assistance they need where and when they need it.

CODED DEMO

A fully functional coded demo was developed to serve as a proof of concept and showcase the best of the Agent's capabilities.

It focused on the four conversational scenarios (Search, General Knowledge, Expert and Discovery). For each interaction eBay.AI identifies the intent, queries, concepts and categories and provides a conversational and interactive response that users can further explore or refine product results.

BEHIND THE SCENES

A lot went into the creation of the eBay.AI agent over an intense two week period of collaboration during the design sprint.

Twenty three cross functional experts came together in New York City and over Zoom to participate in the sprint which involved research, ideation, design, prototyping, testing—and of course, after hour happy hour.