Redesigning the customer-facing widget and configuration experience.
Zowie Widget + Config is a comprehensive overhaul of the customer-facing chat widget and its back-office configuration panel, making it easier for businesses to deploy, customize, and manage their AI-powered support experience.
I led the product and UX direction for Zowie's next-generation AI chat experience — rearchitecting the widget from the ground up and inventing a voice interaction model that had no real market precedent to draw from.
Problem
The legacy chat widget I inherited was brittle, hard to maintain, and increasingly out of step with how modern GenAI products felt to use. Every new feature required workarounds, and the conversational experience had fallen behind the interaction patterns users were coming to expect.
Solution (What I did)
I designed a completely new widget and configuration panel from scratch — prioritizing scalability, accessibility, and deep brand customization. In parallel, I conceived and designed “Hello”: a voice mode that combined conversational AI with live visual product interactions, letting users browse products, compare options, and manage their cart mid-conversation. With no strong market benchmarks to reference, I defined the core interaction patterns from first principles.
Impact
The new widget delivered a measurably better experience — faster, more maintainable, and built to scale with the product roadmap. “Hello”became a genuine market differentiator: it strengthened Zowie's positioning as an innovative AI platform, elevated product perception among customers, and drove a meaningful uptick in platform interest — even ahead of broad voice adoption.
