OBI Chatbot: AI-Driven Customer Empowerment
Designing a conversational interface to help DIY enthusiasts find exactly what they need for their home projects.
Working with OBI, we designed a chatbot that acts as a virtual floor assistant — translating complex hardware inventory into a simple, helpful conversation that guides users through project planning and product selection.
The core insight driving every design decision: DIY users don’t search for products, they search for solutions to problems. The chatbot bridges that gap through progressive disclosure, contextual product cards, and a natural language interface that feels approachable for both novice DIYers and experienced tradespeople.
Core Features
Experience the power of intelligent conversational UI.
Problem-First Search
Users describe projects in natural language ("sink is leaking") and are guided to solutions.
Progressive Spec Disclosure
Technical specs are surfaced only when relevant, preventing DIYer cognitive overload.
Visual Product Cards
Rich cards with ratings and stock availability are embedded directly in the chat flow.
Expert Escalation
Seamless handoff to human advisors with full conversation context preserved.
The Process
From workshop alignment to a production-ready AI interface.
Stakeholder Alignment
Ran workshops with digital and customer service teams to identify legacy search failure patterns.
Conversation Architecture
Mapped 50+ user intents into a structured decision tree for optimized conversational flow.
Persona & Tone
Defined the "knowledgeable neighbour" personality to build trust and approachability.
Prototype & Test
Validated Figma prototypes with novice and expert users to refine information architecture.
API Integration
Designed the data contract between chat layers and real-time inventory systems.
A/B Rollout
Phased launch in the German market with rigorous KPI tracking and iteration.
Design Elements
Crafting a cohesive and trustworthy conversational environment.
Chat Bubble System
Visual hierarchy for user/bot messages and rich product interactions.
Typing Rhythm
Indicators simulate a natural human pace to build user trust.
Inline Quick-Replies
Context-relevant buttons to reduce typing friction and guide intent.
The Solution over The SKU
"Home improvement is daunting. By focusing on the user's problem rather than the part number, we unlocked significant conversion lift."
Project Outcomes
Clear, measurable impact for OBI and their customers.
Frequently Asked Questions
Expert insights into the design and technical challenges.