The Ask
The Ask
Consumer Search Behavior is Changing.
71% of customers expect brands to offer real-time assistance while buying online*
How might Flyfish stay ahead of the curve and a leader in a competitive landscape through their unique offering that combines AI-powered search, personalized recommendations and conversational commerce?
A tool that would bring an algorithm to life - simple, tangible, and easy to grasp
A tool that would bring an algorithm to life - simple, tangible, and easy to grasp
A tool that would bring an algorithm to life - simple, tangible, and easy to grasp
An AI shopping assistant so seamless, it feels less like a tool and more like a friend who gets you — your tastes, fashion choices, and shopping preferences!
A tool that would bring an algorithm to life - simple, tangible, and easy to grasp
A tool that would bring an algorithm to life - simple, tangible, and easy to grasp
A tool that would bring an algorithm to life - simple, tangible, and easy to grasp
01 IMMERSE
Heuristic analysis and secondary research
Using the 10 heuristic principles there were a few gaps that were found in the chatbot and search engine There was also intensive research done on standards observed across the conversational AI industry
Key focus on primary research (Study design)
Key focus on primary research (Study design)
Key focus on primary research (Study design)
02 FIND
BEST SHOPPING EXPERIENCES
JEWELRY, COSMETICS, ELECTRONICS & FASHION
General Insights on Shoppers
Shopping begins with the desire for a specific item
A responsive purchase experience and prompt customer support are essential
Control, customization, convenience, curation, & comparison boost shopper confidence.
Unexpected rewards foster trust and delight; finding good deals is crucial.
Social proof significantly influences purchasing decisions
Shopping is evolving into an exciting experience rather than a chore
AI-Focused Insights
Shoppers appreciate well-executed omnichannel experiences
Shoppers want brands to know them personally.
AI-Focused Insights
Shoppers appreciate well-executed omnichannel experiences
Shoppers want brands to know them personally.
AI-Focused Insights
Shoppers appreciate well-executed omnichannel experiences
Shoppers want brands to know them personally.
"When I buy online, I generally buy my cosmetic and make-up from (x). I usually buy the same products, and therefore it is easy to find what I previously ordered on the app.
But what was great that they give free sample - & the best part is that you can choose the free sample from a selection of 4 options. I usually buy 'The ordinary' serums and they offered 'The Ordinary' face moisturizer as a free sample, and the sample was not a tiny pack but they product itself. I was love the certainty of sharing details of the packing, and delivery. they always send the products within 2-3 days. which is great.".
"When I buy online, I generally buy my cosmetic and make-up from (x). I usually buy the same products, and therefore it is easy to find what I previously ordered on the app.
But what was great that they give free sample - & the best part is that you can choose the free sample from a selection of 4 options. I usually buy 'The ordinary' serums and they offered 'The Ordinary' face moisturizer as a free sample, and the sample was not a tiny pack but they product itself. I was love the certainty of sharing details of the packing, and delivery. they always send the products within 2-3 days. which is great.".
Perception of abundance | Surprise | Convenience | Assurance
WORST SHOPPING EXPERIENCES
JEWELRY, COSMETICS, ELECTRONICS & FASHION
General Insights on Shoppers
There is a gap between expectations and reality in shopping experiences
Contrasting post-purchase experiences lead to distrust, making shoppers feel cheated
Ineffective recommendations prolong searches, causing buyers to reconsider their purchases
Trust develops slowly in online shopping compared to offline experiences
Shoppers manage contradictory emotions during online shopping
Challenges with information accuracy lead to frustration and mistrust.
AI-Focused Insights
- Shoppers experience excitement tempered by skepticism & unmet expectations.
- Concerns about privacy and data security are prevalent.
- Shoppers feel a loss of control over their purchasing choices.
- Ethical considerations arise in the dynamics between humans and machines.
AI-Focused Insights
- Shoppers experience excitement tempered by skepticism & unmet expectations.
- Concerns about privacy and data security are prevalent.
- Shoppers feel a loss of control over their purchasing choices.
- Ethical considerations arise in the dynamics between humans and machines.
AI-Focused Insights
- Shoppers experience excitement tempered by skepticism & unmet expectations.
- Concerns about privacy and data security are prevalent.
- Shoppers feel a loss of control over their purchasing choices.
- Ethical considerations arise in the dynamics between humans and machines.
"It can annoy me when they ask for several questions to even 'get started'. Most often I'm quite clear about what I'm looking for, so what I need is a responsive AI, not something over eager trying to advertise to me in yet another channel".
Betrayal | Frustration | Unfairness | Helplessness
Thankyou for reading
Thankyou for reading
