turning the employee into a superhero

the research & process 

  • more

    We gathered in depth knowledge of the current AAP customer and employee experience. 


    Store Environment 

    Time Spent in Store

    Privacy Concerns

    Hopes and Fears Surrounding AI 

    Employee Roles 

    Pain Points on Both Sides  



    Insights:


    Despite privacy concerns surrounding facial recognition, the decreased wait time in a crisis was welcome. 

    Customers often didn't know what parts fit their car, but were willing to learn. 

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an intelligent ecosystem providing a smooth journey

The result as a whole was a well orchestrated and intricate behind the scenes implementation and organization of the data gathered by the AI.


AAP employees in actuality are part of the UI for the store. Turning the recognition AI into a useable tool that empowered employees to provide fast, informed and personalized service to customers had the most seamless improvement to user experience.

wider implications

  • Customers associate AAP with expedited service in urgent situations.
  • Guests create a more meaningful, informed interaction with team members.
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