Two generations of AI support for Meta devices and orders.
The first put an assistant next to a help center I wasn't allowed to change. The second rebuilt the help center on a pattern that turns a page into the assistant.
Role
Sole designer
Date
2025 - 2026
Scope
Two generations
Device support job hub, entry state · shipped
constraints
Generation one had two rules, both deliberate.
Don't redesign the help center: the assistant had to arrive inside a surface that already worked, with no rebuild blocking the date.
Don't scale past three automations: take the highest-volume cases, leave everything frontline staff handled.
Both were right for a first generation. Both created exactly the debt the second was built to pay.
This was what we were working with originally: landing pages, article pages
constraints
Generation one had two rules, both deliberate.
Don't redesign the help center: the assistant had to arrive inside a surface that already worked, with no rebuild blocking the date.
Don't scale past three automations: take the highest-volume cases, leave everything frontline staff handled.
Both were right for a first generation. Both created exactly the debt the second was built to pay.