My analysis shows a potential 60% reduction in time-to-purchase in an AI-led user journey.
How? You should be asking ‘Where’?
Last week, I had an interview for an AI Product Manager position, I shared insights on precisely ‘where’ AI can make a difference in user journeys. We often discuss the ‘how’ of AI’s value-add, but pinpointing ‘where’ can unlock tremendous potential.
Here’s my scenario: A content company aims to employ AI to streamline content discovery and thereby boost conversion rates, like a bookstore.
Please take a look at my journey: I was hunting for a specific AI guideline without success until an outstanding live chat service helped me find the document. My journey involved:
1. Using the search engine
2. Searching on the content platform knowledge hub
3. Resorting to live chat after unsuccessful attempts
4. Awaiting live chat response
5. Success
The common suggestion is to use AI to speed up the process. Indeed, AI can achieve this, but the extent of time reduction heavily relies on AI’s introduction point within the user journey.
While everyone can make some sort of improvements, the difference between an average and a great product manager lies in understanding the impact’s magnitude and pinpointing where significant changes can be made.
Initially, I turned to chatbots for a better experience. While helpful, in my scenario, this solution only addressed the latter half of my 20-minute search, affecting only the subsequent 20 minutes. Assuming a 50% time reduction in getting assistance from an agent, this saves merely 10 minutes — just a quarter of the overall improvement. However, earlier intervention, particularly with AI-assisted search, could have halved my initial 10-minute search to 5 minutes. This seemingly modest reduction means spending just 15 minutes to find what I needed instead of 40 minutes involving failed searches and live chat assistance.
This analysis suggests that strategically deploying AI can slash the total search time by over 60%. These are more than just numbers; they represent a tangible impact on user satisfaction and business outcomes.
Are you exploring AI’s potential in your user journeys? Let’s exchange ideas on leveraging AI to revolutionise user experiences. Please feel free to inbox me for a discussion on how to boost your user journey efficiency.
