Gorgias – Embedding AI and Accelerating Product Design for Convert
Gorgias – Embedding AI and Accelerating Product Design for Convert
From February 2024 to March 2025, I was embedded within the Gorgias design team as part of a retainer through We Discover. I began by supporting the Convert product, stepping in to fill a gap left by a departing designer. Over time, I became a trusted contributor across feature work, async collaboration, and team critique sessions, eventually leading the redesign of the AI Agent feedback experience in collaboration with their product and AI teams.
From February 2024 to March 2025, I was embedded within the Gorgias design team as part of a retainer through We Discover. I began by supporting the Convert product, stepping in to fill a gap left by a departing designer. Over time, I became a trusted contributor across feature work, async collaboration, and team critique sessions, eventually leading the redesign of the AI Agent feedback experience in collaboration with their product and AI teams.
Client
Client
Gorgias
Gorgias
Year
Year
2024-2025
2024-2025
Category
Category
E-Commerce, SaaS, AI
E-Commerce, SaaS, AI
Type
Type
Product Design, UX/UI
Product Design, UX/UI
Problem / Context
Problem / Context
When I joined, Gorgias needed immediate design support on Convert — a product designed to turn customer service into a revenue-generating channel. The existing designer was leaving, and the team needed someone who could step in quickly and keep the momentum going.
Convert was an ambitious product with a range of features in development, including AI-powered recommendations, campaign creation tools, and upcoming A/B testing functionality. My role was to stabilise and accelerate delivery, while integrating seamlessly with the internal design and product teams that were based in the EU time zone.
Later in the engagement, the team identified a need to improve the quality and volume of user feedback captured for their AI Agent. This became a focused design project, which I led alongside another senior designer from our team.
When I joined, Gorgias needed immediate design support on Convert — a product designed to turn customer service into a revenue-generating channel. The existing designer was leaving, and the team needed someone who could step in quickly and keep the momentum going.
Convert was an ambitious product with a range of features in development, including AI-powered recommendations, campaign creation tools, and upcoming A/B testing functionality. My role was to stabilise and accelerate delivery, while integrating seamlessly with the internal design and product teams that were based in the EU time zone.
Later in the engagement, the team identified a need to improve the quality and volume of user feedback captured for their AI Agent. This became a focused design project, which I led alongside another senior designer from our team.
Problem / Context
When I joined, Gorgias needed immediate design support on Convert — a product designed to turn customer service into a revenue-generating channel. The existing designer was leaving, and the team needed someone who could step in quickly and keep the momentum going.
Convert was an ambitious product with a range of features in development, including AI-powered recommendations, campaign creation tools, and upcoming A/B testing functionality. My role was to stabilise and accelerate delivery, while integrating seamlessly with the internal design and product teams that were based in the EU time zone.
Later in the engagement, the team identified a need to improve the quality and volume of user feedback captured for their AI Agent. This became a focused design project, which I led alongside another senior designer from our team.
Approach
Approach
Fast integration through prior experience
Having worked in a similar setup at Zip, I was familiar with the dynamics of stepping into an active product stream and quickly establishing trust. I knew what to look for, where to focus my energy, and how to onboard efficiently. That experience helped me integrate quickly into the Gorgias team and contribute value from the start.
Close collaboration across time zones
With the Gorgias HQ in Paris and team members across the UK and beyond, we adapted our working rhythm to accommodate time zone differences. This meant leaning into asynchronous updates, clear communication, and proactive alignment — all of which helped maintain a strong relationship and keep projects moving.
I worked with three different PMs and multiple designers over the course of the engagement, participating in weekly design syncs, critiques, and design system discussions.
Fast integration through prior experience
Having worked in a similar setup at Zip, I was familiar with the dynamics of stepping into an active product stream and quickly establishing trust. I knew what to look for, where to focus my energy, and how to onboard efficiently. That experience helped me integrate quickly into the Gorgias team and contribute value from the start.
Close collaboration across time zones
With the Gorgias HQ in Paris and team members across the UK and beyond, we adapted our working rhythm to accommodate time zone differences. This meant leaning into asynchronous updates, clear communication, and proactive alignment — all of which helped maintain a strong relationship and keep projects moving.
I worked with three different PMs and multiple designers over the course of the engagement, participating in weekly design syncs, critiques, and design system discussions.
Approach
Fast integration through prior experience
Having worked in a similar setup at Zip, I was familiar with the dynamics of stepping into an active product stream and quickly establishing trust. I knew what to look for, where to focus my energy, and how to onboard efficiently. That experience helped me integrate quickly into the Gorgias team and contribute value from the start.
Close collaboration across time zones
With the Gorgias HQ in Paris and team members across the UK and beyond, we adapted our working rhythm to accommodate time zone differences. This meant leaning into asynchronous updates, clear communication, and proactive alignment — all of which helped maintain a strong relationship and keep projects moving.
I worked with three different PMs and multiple designers over the course of the engagement, participating in weekly design syncs, critiques, and design system discussions.
Key Work & Outcomes
Key Work & Outcomes
Convert feature design and AI integration
I worked across several initiatives within Convert, including:
Out-of-stock AI recommendations, Unique Discount Code flows
Designed a flow where the chat plugin could suggest similar products when an item was unavailable, using AI to guide customers towards alternatives.Campaign Library
Created a feature allowing users to build chat campaigns from expert presets, helping lower the barrier to adoption and increase activation among new users.A/B testing for campaigns
Explored functionality that allowed customers to test different campaign variants, monitor performance, and optimise messaging over time.
This work helped advance key product goals around automation, revenue generation, and ease of use for e-commerce teams.
AI Agent feedback redesign
Towards the latter part of the engagement, I led the redesign of the AI Agent feedback flow. The existing process was clunky and unclear, leading to inconsistent feedback and missed opportunities to train the AI more effectively.
Working closely with the PM and other stakeholders, we simplified the feedback interface and fine-tuned the entry points for when and how feedback was collected.
The result was a cleaner, more intentional UI and feedback UX that increased both the volume and quality of user input, directly supporting the performance of the AI model.
Embedded design contribution
Throughout the engagement, I was fully integrated into the Gorgias design team. I contributed to team design syncs, participated in critiques, reviewed peer work, and collaborated on system-wide decisions. Despite being an external designer, I operated as a seamless part of the team and contributed across product, AI, and design system workstreams.
Convert feature design and AI integration
I worked across several initiatives within Convert, including:
Out-of-stock AI recommendations, Unique Discount Code flows
Designed a flow where the chat plugin could suggest similar products when an item was unavailable, using AI to guide customers towards alternatives.Campaign Library
Created a feature allowing users to build chat campaigns from expert presets, helping lower the barrier to adoption and increase activation among new users.A/B testing for campaigns
Explored functionality that allowed customers to test different campaign variants, monitor performance, and optimise messaging over time.
This work helped advance key product goals around automation, revenue generation, and ease of use for e-commerce teams.
AI Agent feedback redesign
Towards the latter part of the engagement, I led the redesign of the AI Agent feedback flow. The existing process was clunky and unclear, leading to inconsistent feedback and missed opportunities to train the AI more effectively.
Working closely with the PM and other stakeholders, we simplified the feedback interface and fine-tuned the entry points for when and how feedback was collected.
The result was a cleaner, more intentional UI and feedback UX that increased both the volume and quality of user input, directly supporting the performance of the AI model.
Embedded design contribution
Throughout the engagement, I was fully integrated into the Gorgias design team. I contributed to team design syncs, participated in critiques, reviewed peer work, and collaborated on system-wide decisions. Despite being an external designer, I operated as a seamless part of the team and contributed across product, AI, and design system workstreams.
Key Work & Outcomes
Convert feature design and AI integration
I worked across several initiatives within Convert, including:
Out-of-stock AI recommendations, Unique Discount Code flows
Designed a flow where the chat plugin could suggest similar products when an item was unavailable, using AI to guide customers towards alternatives.Campaign Library
Created a feature allowing users to build chat campaigns from expert presets, helping lower the barrier to adoption and increase activation among new users.A/B testing for campaigns
Explored functionality that allowed customers to test different campaign variants, monitor performance, and optimise messaging over time.
This work helped advance key product goals around automation, revenue generation, and ease of use for e-commerce teams.
AI Agent feedback redesign
Towards the latter part of the engagement, I led the redesign of the AI Agent feedback flow. The existing process was clunky and unclear, leading to inconsistent feedback and missed opportunities to train the AI more effectively.
Working closely with the PM and other stakeholders, we simplified the feedback interface and fine-tuned the entry points for when and how feedback was collected.
The result was a cleaner, more intentional UI and feedback UX that increased both the volume and quality of user input, directly supporting the performance of the AI model.
Embedded design contribution
Throughout the engagement, I was fully integrated into the Gorgias design team. I contributed to team design syncs, participated in critiques, reviewed peer work, and collaborated on system-wide decisions. Despite being an external designer, I operated as a seamless part of the team and contributed across product, AI, and design system workstreams.
Impact
Impact
Delivered high-priority feature designs across the Convert product, ensuring continuity after the previous designer’s departure
Enabled smarter automation through AI-driven recommendations and campaign tooling
Improved the quality and clarity of AI Agent feedback, helping Gorgias strengthen its core product offering
Maintained strong alignment and momentum across multiple PMs, time zones, and working styles
Contributed meaningfully to the internal design culture, offering feedback, support, and system thinking
Delivered high-priority feature designs across the Convert product, ensuring continuity after the previous designer’s departure
Enabled smarter automation through AI-driven recommendations and campaign tooling
Improved the quality and clarity of AI Agent feedback, helping Gorgias strengthen its core product offering
Maintained strong alignment and momentum across multiple PMs, time zones, and working styles
Contributed meaningfully to the internal design culture, offering feedback, support, and system thinking
Impact
Delivered high-priority feature designs across the Convert product, ensuring continuity after the previous designer’s departure
Enabled smarter automation through AI-driven recommendations and campaign tooling
Improved the quality and clarity of AI Agent feedback, helping Gorgias strengthen its core product offering
Maintained strong alignment and momentum across multiple PMs, time zones, and working styles
Contributed meaningfully to the internal design culture, offering feedback, support, and system thinking
Reflections
Reflections
This project reinforced the value of adaptability, both in how I joined a team mid-stream, and how I navigated time zone and team structure complexities. Having previously been in similar situations, I was able to apply those learnings to integrate quickly and lead with confidence.
It was also an opportunity to think more deeply about AI and automation, not just in terms of interface design, but in shaping the quality of the systems behind it. Whether it was designing better campaigns or tighter feedback loops, the work pushed me to think about user trust, performance, and how product teams grow smarter over time.
This project reinforced the value of adaptability, both in how I joined a team mid-stream, and how I navigated time zone and team structure complexities. Having previously been in similar situations, I was able to apply those learnings to integrate quickly and lead with confidence.
It was also an opportunity to think more deeply about AI and automation, not just in terms of interface design, but in shaping the quality of the systems behind it. Whether it was designing better campaigns or tighter feedback loops, the work pushed me to think about user trust, performance, and how product teams grow smarter over time.
Reflections
This project reinforced the value of adaptability, both in how I joined a team mid-stream, and how I navigated time zone and team structure complexities. Having previously been in similar situations, I was able to apply those learnings to integrate quickly and lead with confidence.
It was also an opportunity to think more deeply about AI and automation, not just in terms of interface design, but in shaping the quality of the systems behind it. Whether it was designing better campaigns or tighter feedback loops, the work pushed me to think about user trust, performance, and how product teams grow smarter over time.
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