UX Design

Strategy

Conversational Design

2024

L.Ai.C. was already being built when I joined. Engineering had moved fast — but no one had defined what the AI should say, how it should think, or why members would use it.

I went back to the beginning. Interviewed the concierge team, mapped the most repeated questions, and designed the full conversation routing — what L.Ai.C. could answer, what it couldn't, and where to send users when it hit its limit.

Every dead end became a pathway. Every question became a conversion opportunity.

Concierge load reduced, 800K+ members, live in the LT app