Gap Inc. is in the position to meet and exceed customer expectations by utilizing generative AI. Additional details will be added to this portfolio as they are made public.

I drove content training for multiple generative AI projects including UX research, stakeholder interviews, prompt generation and testing, voice and tone guidance, and more. By collaborating with Data Science, UX, Product Management, and others, I’ll deliver a new way to reach our customers.

Conversation Design

I supported the Data Science team by training the voice and tone for a chatbot stylist. I saw first-hand the impact slight changes have in a conversation. The first image here is a screenshot of a test conversation.

Guidelines

I identified and filled a need before Gap Inc. developed guidelines around using AI. The UX team had an appetite for using tools that required a set of standards that would ensure an authentic and transparent use of new technology.

Review Summaries

Product reviews are one of the most important tools for our shoppers but as more reviews are made, the information is harder to process. We developed a way to summarize reviews while remaining transparent.

I partnered with designers and researchers to inform our shoppers with authentic feedback. A screenshot of live results is the second image included.

User Advocacy

As part of a core group determining how Gap Inc. would use generative AI in consumer-facing channels, I maintained an absolute focus on customer advocacy. We solved the problems plaguing our shoppers while maintaining our values.

Next Steps

As is common for new applications, these projects are expected to scratch the surface of what’s possible with generative AI. With iterative work, we’ll build on initial capabilities with the customer experience and brand in mind.

We anticipate improved conversion, customer experience, an enhanced online experience and net promoter score.