Ching-Wen • Senior Product Designer

CHING-WEN CHANG

BILLY DUVALLE

®2024

From Mess to System: AI-Powered Order Management

How conversational AI turned scattered DMs into organized workflows.

Industry

B2C

eCommerce

Mobile

Tablet

Desktop

AI Assistant

AI Prompts

Role

Senior Product Designer

Team

2 Product Designers • 2 UX Researchers • 1 PM • 3 Developers

Skills

Responsive Design • Interaction Design • Prototyping • Scalable Design Systems • Stakeholder/User Interviews • Usability Testing • A/B Testing • Data Analysis • Accessibility (WCAG)

01 · The Challenge: Orders Lost in Scattered Communication

Details got scattered across Instagram DMs, email, and text. Delivery dates slipped. The artist lost track of which revision the client approved. So the order stalled—or disappeared.

Business goal

Increase custom order completion rates and build trust between artists and clients, so they choose ArtMingle for commissions.

Artist need

Track custom orders without switching apps. See what the client agreed to, what’s pending, and what’s next—all in one place.

Key UXR insight: The artist required a collaborative workspace with a structured, info-retrievable organization, rather than getting lost in threads.

02 · Why Is This Important for Users?

Marketplaces treat custom orders like ready-made products. But custom work isn’t just a transaction—it’s a multi-week collaboration.

Managing and syncing custom details with the client became a must.

03 · AI-Assisted Order Management System

We built an AI assistant that sits across the artist’s workflow, helping both artist and client stay aligned throughout the commission process. Prompt cards guide key actions. All custom details sync in one place.

Artist flow

Assistance offered by AI

Artwork Order Notification System & Ask AI Assistant.

Step-by-Step Guide to Order Confirmation & Client-Artist Collaboration.

Process Transparency: Client-Artist Collaboration Tracking Tool.

Synchronized Client-Artist Information throughout the Process.

01 Artist

Artwork Order Notification System & Ask AI Assistant.

04 · The Approach: Validation through Usability Testing and A/B Testing

The AI assistant is embedded at various entry points. Assist with keeping order management organized and guided.
Feature 01: Order Notification System
Problem
80% of artists missed new orders due to fragmented order notifications and management.
Solution
A high-contrast notification FAB that directs artists to create an Art Schedule immediately in an omnichannel system, providing seamless guidance through the AI assistant.
Impact
Artists see new orders immediately. Orders don’t get lost at intake.
The AI assistant is embedded at various entry points. Assist with keeping order management organized and guided.
Feature 02: AI-Guided Art Schedule Creation
Problem
Artists struggled with confusing CTAs and unclear instructions. Only 60% completed Art Schedule setup.
Solution
AI assistant with prompt cards guides artists through the process step by step. Users can ask the AI assistant any question via typing or voice input for seamless help. Art Schedule features clear field labels for hints and consistent CTA styling that align with users’ mental models, increasing the completion rate.
Impact
100% Art Schedule completion rate after redesign. Artists understand the system without confusion.

04 · The Approach: Validation through Usability Testing and A/B Testing

The AI assistant is embedded at various entry points. Assist with keeping order management organized and guided.
Feature 01: Order Notification System
Problem
80% of artists missed new orders due to fragmented order notifications and management.
Solution
A high-contrast notification FAB that directs artists to create an Art Schedule immediately in an omnichannel system, providing seamless guidance through the AI assistant.
Impact
Artists see new orders immediately. Orders don’t get lost at intake.
The AI assistant is embedded at various entry points. Assist with keeping order management organized and guided.
Feature 02: AI-Guided Art Schedule Creation
Problem
Artists struggled with confusing CTAs and unclear instructions. Only 60% completed Art Schedule setup.
Solution
AI assistant with prompt cards guides artists through the process step by step. Users can ask the AI assistant any question via typing or voice input for seamless help. Art Schedule features clear field labels for hints and consistent CTA styling that align with users’ mental models, increasing the completion rate.
Impact
100% Art Schedule completion rate after redesign. Artists understand the system without confusion.

05 · The Outcome: Responsive Design across Mobile, Tablet and Desktop

From Mess to System: AI-Powered Order Management

Business goal

Artist need

Artist flow

Assistance offered by AI

Artwork Order Notification System & Ask AI Assistant.

Feature 01: Order Notification System

Feature 02: AI-Guided Art Schedule Creation

Feature 01: Order Notification System

Feature 02: AI-Guided Art Schedule Creation

The AI assistant helps artist stay connected with client and manage work efficiently, allowing them to focus on their commission tasks.

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