Kmlau
All work

Humara · 2023–26

Designing an AI sales agent, from MVP onwards

Humara is an AI sales agent that helps shoppers find the right plan, used by Verizon, Vodafone and Virgin Media O2. I designed its core flows and features from the MVP through to ongoing product development.

Product Designer

What it was

Humara is an AI sales agent built for telco. It sits on a provider's website, answers shoppers' questions and recommends the right plan, and it's used by Verizon, Vodafone and Virgin Media O2.

I designed its core flows and features from the MVP onwards: how the agent opens a conversation, how it gets noticed on a busy page, how it presents recommendations, and what happens when a shopper pushes back.

What I learned

  1. Research the first sentence

    Placeholder: you benchmarked LLMs and tested four opening messages before designing. What did that research change about how the agent starts a conversation?

  2. Getting noticed without getting in the way

    Placeholder: you explored four ways for the agent to appear on a page. What made the difference between helpful and intrusive?

  3. Let the shopper push back

    Placeholder: a recommendation is only useful if people can say "something cheaper" and get a better answer. What did you learn about designing for disagreement with an AI?

A closer look

Humara's AI sales agent at a glance
Recommendation cards, with feedback built in
Recommendation cards, with feedback built in
What we learned before designing the agent
Engagement exploration: four ways to get noticed
Same plan, framed for four decision styles
From first question to the right recommendation

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