Shopify Support

Location

Ottawa, Canada

Date

Apr 2022 → Nov 2024

I led Shopify's design team covering all of their support products. I built and shipped the entirely new and first of its kind AI feature set and workflows for Shopify. I partnered with C-suite and VP stakeholders across support, marketing, and security in order to set expectations and guidelines for AI work.

Landing on Help

Shopify Help Center landing page

New landing page experience.

Results produced from a search, dynamic and customized.

Shopify Help article page with AI search

New article format with Q&A layout.

Verifying sources for answers and quick taps to continue follow up.

AI follow-up response with numbered steps and suggested questions

Asking a follow-up question.

Suggested follow-up question pills

Show sources tooltip on AI response

Quick-click follow-up pills and easy access to source material.

Live chat on desktop

Waiting in queue on desktop chat

AI response in queue while waiting

AI bridges the wait, then hands off to a human.

Connect with advisor prompt on desktop

Live chat with support advisor on desktop

No surprise handoffs. Both parties opt in.

Support inbox

Shopify support inbox listing recent conversations

Users can revisit any past support interaction.

Support ticket review with rating and details panel

Reviewing an interaction with the option to leave feedback.

Help on mobile

Shopify Help Center mobile landing

Help article on mobile with table of contents

AI follow-up answer on mobile

Help, optimized for the small screen.

Waiting in queue for a support advisor

Live chat with a support advisor

Chat ended with transcript notice

From queue to conversation and closed.

UX Research Design Systems Prototyping Stakeholder Alignment Information Architecture