How UX and AI Teamed Up to Transform Recruiting at Amazon
I redesigned Amazon's underperforming AI chatbot into a collaborative knowledge-sharing platform that helped 5,000+ recruiters, increasing question resolution from 66% to 87% while eliminating security risks and saving $1M annually.
Challenge
Amazon's 5,000+ recruiters were drowning in fragmented tools and turning to unsecure Slack channels to share sensitive candidate data. The internal AI chatbot TILT could only answer 66% of questions, leaving critical knowledge gaps.
My Role
Lead UX Designer on a cross-functional team, responsible for research, strategy, and designing the human-AI collaboration that transformed TILT from a basic search tool into Amazon's internal recruiting knowledge platform.
Impact
87% question resolution rate, 90 SUS score, $1M+ in tool savings, and 92% reduction in external resume sharing.
35%
Improved onboarding process
25%
Increase in user retention
84%
Increase in time spent on website
The Problem: Smart AI, Incomplete Answers
Amazon's internal chatbot TILT was powered by sophisticated AI, but it had a fundamental limitation—it could only be as smart as the knowledge it had indexed. When recruiters asked specific or uncommon questions, TILT failed them 70% of the time.
The dangerous workaround: Recruiters turned to Slack channels, sharing resumes and sensitive data on external platforms to get answers fast. This created security risks, compliance nightmares, and cost Amazon over $1M annually.
"I'll use the channel with the most members just to up my chance of getting my question answered quicker." — Tech Sourcing Recruiter
“ With our new visual branding and language in place, the new Shopify brand clearly captures the essence of our current and target customer base, our employees, and our values. ”
Tobias Lütke
CEO, Co-founder | Shopify
Conclusion
Revamping the e-commerce website proved to be a game-changer in enhancing user experience and driving sales. By simplifying the navigation and checkout process, we created a more enjoyable shopping experience that significantly boosted conversion rates and customer satisfaction. This project highlights the critical role of UX design in the success of e-commerce platforms.