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AI-powered Amazon Seller Support

Unified Support experience and connecting with Customer Support through Selling Assistant

Role Lead UX Designer
Tools Figma, Builder.io
Team 2 UX designers, 1 UX researcher, 3 product managers, 2 developers
Timeline January - September 2025

Impact

10M Issue creation elimination
$50M Cost savings
-50% Negative Response Rate

Seller Problems

Seller problems overview

Before and After

Before and after comparison

Scope

Project scope

Scenario 1

Issue resolved through self-service solution.

Scenario 1 - Step 1 Scenario 1 - Step 2 Scenario 1 - Step 3 Scenario 1 - Step 4 Scenario 1 - Step 5 Scenario 1 - Step 6

Scenario 2

Issue resolved through human support.

Scenario 2 - Step 1 Scenario 2 - Step 2 Scenario 2 - Step 3 Scenario 2 - Step 4 Scenario 2 - Step 5 Scenario 2 - Step 6

Usability Testing

Conducted 10 usability test sessions with Sellers with tasks and interviews.

Usability testing results 1 Usability testing results 2 Usability testing results 3