Deep-Dive

AI-Powered Eurex Support Section

This project represents the next evolution of the Eurex Support Section on the website. The goal was to shift from a traditional, browse-based content repository to a dynamic, search-first, and conversational platform. By leveraging AI and a chatbot, we aimed to provide clients with instant, direct answers to their queries, drastically reducing their "time to answer".

The Objective

With a well-structured content library already in place, we faced a new opportunity rather than a problem: how could we make accessing this information even faster and more intuitive?

Reducing "Time to Answer": While users could now find documents easily, they still had to spend time reading them to find a specific answer. The next challenge was to eliminate this step.
Meeting Modern User Expectations: Today's users expect conversational interfaces and instant results, not just a list of links. We needed to evolve our support model to match the experiences they have on best-in-class consumer platforms.
Providing Truly Personalized Support: An AI-driven approach would allow us to move beyond one-size-fits-all content and towards providing answers tailored to a user's specific question.

My Role & Approach

As the lead designer for this strategic initiative, my role was to define the user experience for an AI-first support platform.

Expand for details.

1) Vision & Strategy

I defined the product vision, drawing inspiration from modern support platforms to create a clean, search-centric interface. The strategy was to make the search bar the hero of the experience.

2) Conversational UX Design

I designed the user interaction flows for both the main search interface and the integrated chatbot, focusing on building user trust and creating clear pathways for when the AI couldn't find a perfect answer.

3) Prototyping & UI Design

I created high-fidelity, interactive prototypes that demonstrated the seamless flow between asking a question, getting an AI-summarized answer, and diving deeper into source documents if needed.

4) Collaboration with AI & Dev Teams

I worked in close partnership with AI specialists to understand the capabilities of the technology and with developers to ensure the proposed UX was feasible to implement.

The Solution

The solution is a clean, minimalist, and intelligent platform that puts AI at the forefront of the user experience. The design, inspired by the clean layout of platforms like the IQOS support page, prioritizes speed and clarity.

a) The Search-First Interface

The new landing page is dominated by a single, powerful search bar. This immediately changes the user's mental model from "Where do I browse?" to "What do I want to ask?". Secondary navigation to major topics still exists below for users who prefer to browse, but the primary call to action is to interact with the AI search.

b) The Most Clicked Topics

I decided to add a secondary navigation to major topics for users who prefer to browse and are not sure which keywords they need to search.

c) ChatBot

To add to this experience, I designed an integrated AI ChatBot that acts as a proactive support layer, guiding users through complex queries in real-time. This tool effectively changes the user's mental model from manual browsing to direct inquiry, simplifying the path to information.

An examplatory user interaction

The animation

d. Teaser

The teaser section serves as a dynamic content hub designed to keep users informed about the latest developments without overwhelming the landing page. It bridges the gap between static support information and time-sensitive publications.

The Impact

Instantaneous Answers

Users now get direct answers to many of their questions in seconds, dramatically reducing the time and effort required to find information.

24/7 Conversational Support

The AI chatbot provides an "always-on" interactive support channel, improving client satisfaction and reducing the load on human agents.

A Smarter, Scalable Platform

The AI model can continuously learn from user queries to improve its answers over time, ensuring the platform becomes more valuable as the knowledge base grows.

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