UNIQLO
UNIQLO
UNIQLO IQ
UNIQLO IQ
Using AI to help shoppers one by one at scale
Using AI to help shoppers one by one at scale
Partnering with one of the world’s leading retailers, I&CO developed an AI-powered chatbot that transformed shopping experiences through a simple conversational interface, making it easier for shoppers to find what they need.
Partnering with one of the world’s leading retailers, I&CO developed an AI-powered chatbot that transformed shopping experiences through a simple conversational interface, making it easier for shoppers to find what they need.
CHALLENGE
CHALLENGE
Personalizing the customer journey beyond traditional channels
Personalizing the customer journey beyond traditional channels
UNIQLO set out to find a new way to connect with customers, neither in-store nor e-commerce. This new third channel needed to provide information seamlessly and facilitate a more personalized shopping experience without introducing friction to the shopper’s journey.
UNIQLO set out to find a new way to connect with customers, neither in-store nor e-commerce. This new third channel needed to provide information seamlessly and facilitate a more personalized shopping experience without introducing friction to the shopper’s journey.
WHAT WE DID
WHAT WE DID
Bringing the UNIQLO store associate experience to AI every day
Bringing the UNIQLO store associate experience to AI every day
I&CO concepted and created UNIQLO IQ, an AI-powered assistant built into the UNIQLO app for a more personalized way of shopping. This chatbot allowed users to receive product suggestions, check inventory, and explore outfit ideas within a seamless chat interface. Linked to real-time inventory and delivery status, the app also provided users with confidence, control and convenience throughout their shopping journey.
From initial concept through launch and iteration, I&CO designed the UX, chat flow, and personalization logic in line with UNIQLO’s brand philosophy. Every interaction was designed to feel human, as if speaking with a store associate.
Originally launched within the UNIQLO app, UNIQLO IQ later expanded to third-party platforms like LINE and Google Assistant, transforming customer service into a daily point of connection.
I&CO concepted and created UNIQLO IQ, an AI-powered assistant built into the UNIQLO app for a more personalized way of shopping. This chatbot allowed users to receive product suggestions, check inventory, and explore outfit ideas within a seamless chat interface. Linked to real-time inventory and delivery status, the app also provided users with confidence, control and convenience throughout their shopping journey.
From initial concept through launch and iteration, I&CO designed the UX, chat flow, and personalization logic in line with UNIQLO’s brand philosophy. Every interaction was designed to feel human, as if speaking with a store associate.
Originally launched within the UNIQLO app, UNIQLO IQ later expanded to third-party platforms like LINE and Google Assistant, transforming customer service into a daily point of connection.
OUR IMPACT
OUR IMPACT
200M
200M
Number of UNIQLO app users in Japan with access to UNIQLO IQ
Number of UNIQLO app users in Japan with access to UNIQLO IQ
2×
Increase in volume of handled customer support
Increase in volume of handled customer support
CAPABILITIES
CAPABILITIES
User Research
User Experience Strategy
UX, UI & Design Systems
Physical Experience Integration
Prototyping & Testing
User Research
User Experience Strategy
UX, UI & Design Systems
Physical Experience Integration
Prototyping & Testing
Related work
Related Work
UNIQLO
StyleHint
Inventing a new style search engine from the ground up
UNIQLO
StyleHint
Inventing a new style search engine from the ground up
Panasonic
Epytotorp
Engaging real-world users in product development
Panasonic
Epytotorp
Engaging real-world users in product development
Lawson Bank
Lawson Bank Next-Generation ATM
Reinventing the ATM from the ground up
Lawson Bank
Lawson Bank Next-Generation ATM
Reinventing the ATM from the ground up
LEXUS
LEXUS.JP Redesign
Redefining digital luxury for Lexus
LEXUS
LEXUS.JP Redesign
Redefining digital luxury for Lexus
UNIQLO
UNIQLO.com
Re-imagining UNIQLO's digital experience
UNIQLO
UNIQLO.com
Re-imagining UNIQLO's digital experience
I&CO
ChooStory: Stories Shaping Futures
Imaging a new kind of learning experience
I&CO
ChooStory: Stories Shaping Futures
Imaging a new kind of learning experience
I&CO
Gifvie
Simplifying group gifting with videos
I&CO
Gifvie
Simplifying group gifting with videos