Eataly AI
2026-Now
Eataly AI
Help customers shop with personalized AI guidance.
Role
Product Designer
Team
Project Manager
Content Strategist
Researchers
Engineers
Data scientists
Product operations
Product Marketing Manger
Me (Designer)
Problem Statement
While customers can search for products on Instacart, they have few ways to receive personalized guidance while they shop.
Customers
Have no way of getting personalized shopping help while they browse.
If customers need recipe ideas, ingredient substitutions, or product recommendations, they have to search on their own or leave the app to find answers.
My focus
IOS, Android,
My focus
Visual, UI,
Eataly
Want a way to provide personalized shopping guidance.
If customers need recipe ideas, ingredient substitutions, or product recommendations, they have to search on their own or leave the app to find answers.
Customers were already looking for help outside the app...
How might we…
...improve the shopping experience through personalized AI guidance, while delivering helpful and relevant recommendations?
XX
Helpful, Not Overwhelming
Respect customers' attention by providing recommendations only when they're relevant, without interrupting or slowing down the shopping experience.
Simple by Design
Customers often don't know exactly what to ask. We should provide helpful guidance and recommendations from the start.
Customer Control
Product requirements
Avoid surfacing AI recommendations without context. Customers should remain in control of how and when they interact with AI throughout their shopping journey
A Human Touch
AI should support Eataly's brand voice and shouldn't feel robotic or impersonal. Even when recommendations are generated automatically, they should feel thoughtful and personal.
Customer Control
Customers can choose when and how they interact with AI throughout their shopping journey.
Don't Overwhelm
Surface recommendations only when they're helpful, without interrupting or slowing down the shopping experience.
A Human Touch
AI responses should reflect Eataly's brand voice and provide natural, helpful guidance.
Easy to Use
AI should understand customer intent and provide helpful guidance from the start, without requiring complex prompts.
However
There was one big open question...
Should AI be its own experience or part of the shopping journey?
We knew AI should be easy to access. Should we create a dedicated AI experience, or integrate it throughout the existing shopping experience where customers already make decisions?
Yes!
xx
Programmatic
Responses automatically generated based on customer intent and shopping behavior.
Product recommendations
Recipe suggestions
Wine pairings
Ingredient substitutions
Meal ideas
Shopping list suggestions
Conversational
Responses generated from customer requests.
Find a product
Build a recipe
Plan a meal
Recommend a wine
Compare products
Answer shopping questions
AI Response Types
Search Bar
Add AI directly to the search experience to help customers find products faster.
Why we didn’t move forward
Search is most useful when customers already know what they're looking for.
02 Exploration
Shopping Assistant
Embed AI throughout the shopping experience.
03 Exploration
Chosen solution *
Shopping Assistant
A personalized shopping experience that provides helpful guidance throughout the customer's journey.
04 Designs
Feed
Recommendations most relevant to the customer's shopping are shown first, followed by additional recommendations.
Conversation
Full-screen AI conversations provide personalized guidance and recommendations.
Curated Recommendations
AI recommends featured products from Eataly partners.
Suggested Prompts
What should I make for dinner?
What pairs well with this pasta?
Help me build a charcuterie board.
What's a good substitute for pancetta?
Show me Eataly's best-selling olive oils.
Customers
Customers can start an AI conversation from anywhere in the shopping experience.
05 Results
22%
Increase in customer confidence while shopping.
Projected +22% increase in AI-assisted product interactions.
56%
Increase in basket size through personalized recommendations.
Projected +9% increase in average order value.
Impact