Overview:
Microsoft's field sellers are customer-facing sales teams who help customers find and purchase partner solutions on the commercial marketplace. These sellers were drowning in information. Critical data like product specs, competitor insights, and pricing details was scattered across dozens of platforms. When a seller needed specific information during a customer call, they would waste precious minutes hunting through different systems while prospects waited on the line.

The marketplace had extensive resources, but finding the right information quickly was nearly impossible..

Problem I solved

• Fragmented Information Architecture
  Sellers had to search across multiple disconnected platforms, each with different interfaces and search capabilities.

• Time Loss During Critical Moments
  Sales conversations stalled while sellers hunted for information, disrupting deal momentum and customer experience.

• No Contextual Intelligence
  Existing search tools couldn't understand the context of what sellers actually needed for specific sales scenarios.

My Role
As Lead Senior Designer, I owned the entire design process from research through implementation, working closely with product managers, engineers, and data scientists to create an AI-powered solution that would fundamentally change how Microsoft's sales force accesses marketplace information.

The Opportunity
I designed an AI-powered chat interface that acts like a knowledgeable colleague who knows exactly where to find any marketplace information instantly. The system understands natural language queries and provides contextual, actionable responses.

Key Design Principles I Applied:

• Conversational Intelligence: Sellers ask questions naturally without breaking customer conversation rhythm

• Contextual Understanding: AI grasps sales scenarios and provides relevant information for specific customer types

• Instant Expertise: Democratized Microsoft's entire knowledge base for real-time access

Impact

• 8,000 global sellers now equipped with instant marketplace intelligence

• Reduced information search time from minutes to seconds during critical sales moments

• Increased seller confidence through real-time access to expert-level insights

• Accelerated deal velocity by maintaining conversation flow with prospects

• High user satisfaction driven by intuitive chat interface and contextual responses