Extend
AI-powered consumer shopping experience
Overview
Extend is a post-purchase e-commerce product that integrates with platforms like Shopify and BigCommerce. It enables merchants to offer product protection, warranties, shipping protection, and returns through AI and automation.
In addition to my responsibilities as the Head of Design, I led the ideation and design of Extend's new AI-Native consumer product.
TL;DR
- Head of design for internal and consumer-facing products
- Lead designer for Agentic consumer experience
The challenge
What if an AI experience could meet users where they already are, instead of asking them to step into a separate conversation? In reality, many decisions, questions, and micro-tasks happen in context, often before a user has fully articulated their intent.
Our strategy from the on-set was to approach an AI consumer experience differently. In a sea of AI experiences looking the same, could we build something with NO CHAT or PROMPT BOXES.
The approach
Most AI products today begin with a prompt box. A scary blank canvas that asks users to translate their needs into words. While powerful, this interaction model assumes people know what to ask, how to ask it, and when.
With this in mind, I focused on three main aspects while rethinking the common AI interaction patterns that exist today :
- Ensure the experience reduces friction, cognitive load, and effort
- Identifying the limitations of chat-based models
- Designing an intuitive and context-aware experience
The solution
I designed an AI-powered product that moves beyond the traditional chat interface, embedding intelligence directly into the user's workflow. The goal was to make AI feel less like a tool you consult and more like a natural experience that presents you with the right information at the right time.
Consumers are greeted with contextual options based on their entitlements and the system agents track choices and optionality to always present the user with the best available choice and avoids duplicate or irrelevant tasks.
Want to see the live product? Check it out.
