MySupportGuru — Designing AI support around the way people already work.
/Role
Lead Product Designer
/Focus
Product Strategy · AI Experience · Service Design
/Impact
AI product concept · Workflow design · Service proposition
MySupportGuru explored how AI could simplify technical support for independent beauty professionals. Rather than asking users to learn another platform, the product met them in a tool they already used every day: WhatsApp.
The challenge wasn't designing another AI assistant. It was creating a support experience that felt natural, trustworthy and genuinely useful for time-poor business owners.
Independent salon owners rarely have dedicated IT support.
When something goes wrong, they often lose valuable time searching forums, contacting suppliers or waiting for help. Introducing another platform would only create another barrier.
The opportunity wasn't to replace human support. It was to make expert guidance instantly available through an existing workflow.
Mapping the support gap that independent salon owners experienced when technical problems arose.
Meeting users in an interface they already trusted.
Reducing the time taken to resolve technical issues.
Making AI feel approachable rather than intimidating.
Creating a service that fitted naturally into the working day.
The best AI products fit into existing behaviour rather than asking people to learn new behaviour.
Research showed that beauty professionals already relied heavily on WhatsApp to communicate with clients, suppliers and colleagues.
Instead of introducing a new application, the product was designed around an existing behaviour, reducing friction from the very first interaction.
The experience was built around WhatsApp, allowing support to become part of an existing daily workflow.
The goal wasn't to showcase artificial intelligence. Every interaction was designed to feel calm, conversational and practical, providing clear answers without overwhelming users with technical language or unnecessary complexity.
The emphasis remained on solving problems, not demonstrating technology.
Conversation flows focused on practical guidance rather than showcasing AI capabilities.
The product extended beyond conversation design. The work explored onboarding, escalation, knowledge management and how AI and human expertise could work together when more complex support was required.
This ensured the experience worked as a complete service rather than a standalone chat interface.
Mapping the wider support journey helped shape an experience that extended beyond individual conversations.
Beauty professionals could access technical guidance quickly through a familiar messaging experience, reducing disruption to their working day.
The concept demonstrated how AI could improve customer support while creating opportunities to scale expertise without increasing support overhead.
Established a clear product vision that aligned user needs, service design and AI capabilities into a single proposition.
The landing experience communicating the product proposition to prospective users and stakeholders.
This project reinforced an important lesson about designing AI products. People don't adopt AI because it's intelligent. They adopt it because it makes an existing task easier.
The technology is only valuable if it fits naturally into the way people already work.
The best AI experiences feel less like using AI and more like getting the right help at the right moment.