Design Process

How might we streamline and empower consumers' post-purchase interactions with businesses to ensure transparency and fairness in the marketplace?

Leveraging the rich HCI design resources, we did...

Crazy 8
User Archetype
Design Fiction
Creative Matrix
Parallel Prototyping

Adopting a "divide and conquer" strategy, we brainstormed 3 design concepts each tackling different pain points, using different modalities, situated within different scenarios to imagine the possibility of combining all into one seamless experience.

01

Negotiation Helper

Leveraging the capabilities of AI, LLMs, and cloud technologies, Negotiation Helper enables real-time policy alerts upon potential violation by company customer service, post-call tips to strengthen argument and advocacy, and centralizing businesses’ contact channels and call history for readily access.

Negotiation helper: searching for company phone number and looking up department extensionsNegotiation Helper: post-call summary showing company details and claim resultNegotiation helper: viewing call transcripts

02

Policy Assistant

Policy Assistant flags dark, deceptive patterns and predatory policies to the user, explains policy implications in a clear, comprehensible manner, and provides actionable advice and recommendations. It can be initiated by the user through their phone’s Control Center of their phone, granting access to the content that the user is currently viewing.

Policy assistant: receiving airline voucher upon flight cancellationPolicy assistant: turning on the assistant in phone control centerPolicy assistant: showing deceptive policies and suggestions

03

CR Wallet

The CR Wallet stores users’ products along with their respective policies and terms of service by allowing the user to connect to their Consumer Reports account, or other online retail accounts via a user opt-in. Engage the LLM smart agent on command, enable it to inform and guide you through troubleshooting, and even submit service requests on your behalf.

CR Wallet: interacting with agentCR wallet: troubleshootingCR Wallet: acting on your behalf

04

Frustration Helper

Using web analytics, the frustration helper predicts moments of frustration when consumers are looking for answers on a company's customer service webpage. It then preemptively informs, guides, and acts on users' behalf to solve their product/service issues.

Frustration helper: detecting moments of frustration
Frustration Helper: Assisting and informing users of service request
Frustration helper: acting on users' behalf

Learnings

Coming soon...

Interested in joining us for testing our solutions?

Next Steps

Moving forward, the Capstone team will continue our mission of consumer advocacy by further concept validation & usability testing of our design solutions, rapidly iterating and developing based on testing feedback, before delivering our final design as the agent that assists consumers in post-purchase by informing, guiding, or acting.

View Demo Why We Made It