Serving as a UX Designer for Toyota, I contributed to the development of an AI-powered agent that guides customers through proactive vehicle maintenance and tailored accessory suggestions, improving the overall ownership experience. My role involved mapping customer journeys, designing intuitive multi-channel experiences, and collaborating closely with AI engineers and data teams to translate telematics, service history, and purchase data into actionable, user-friendly interactions. The goal was to simplify vehicle upkeep while driving engagement and after-market sales.

I designed key features including smart maintenance reminders that use vehicle telematics and past service history to predict maintenance needs, and a personalized AI product assistant that recommends accessories, warranties, and seasonal offers. I focused on creating seamless interactions across phone, SMS, email, and mobile app platforms, ensuring that users received consistent and contextually relevant guidance. Rapid prototyping and usability testing were used to refine conversational flows and optimize user satisfaction throughout the service experience.

The redesigned AI experience transformed the customer journey by providing a scalable, personalized solution that enhanced customer trust, streamlined vehicle care, and contributed to Toyota’s overall service and parts strategy.