Tiffany & Co. / 2022

Proactive Chat

To elevate the customer experience on Tiffany.com, I led a multi-phased initiative to reimagine the site’s chat feature. In the first phase, we introduced a branded, conversational entry point that invited users to engage in a more welcoming and intuitive way. In the second phase, we integrated a chatbot designed to handle common inquiries quickly, reducing friction and freeing up associates for more complex interactions. Together, these updates created a more seamless, efficient, and luxury-aligned digital service experience.

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 the new phase-one invitation outperformed the previous version, driving higher chat acceptance rates as well as measurable lifts in revenue and conversion.