Tiffany & Co.

Proactive Chat

As part of an ongoing desire to enhance the user experience on Tiffany.com, we implemented a multi-phased approach to updating our chat feature. Phase one encompassed adding a branded, conversational approach to inviting users to chat. Phase two involved integrating a chatbot to provide quick answers to easy questions.

UX and Strategy

• Competitive and inspirational audits

• Working with third-party vendors and developers

• Integrating chat more intuitively with the site

Design

• High-fidelity prototypes

• Distinctive messaging and icons

• Interactions and error states

• Cohesive branding across different platforms

Results

An A/B test of our phase one invitation (against the previous version) showed a higher acceptance rate as well as higher revenue and conversion.