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Figures

“A showcase example of how thoughtful design can unlock real business value.”

Simon Lilly, Digital Products Manager at Kohler

“A showcase example of how thoughtful design can unlock real business value.”

Simon Lilly, Digital Products Manager at Kohler

Closing the commerce loop.

Identifying a product is only the first step; the real opportunity lay in extending discovery into an end-to-end journey. I rebuilt Kohler’s technical diagram viewer from the ground up, transforming an unresponsive experience into a mobile-first, interactive parts explorer with integrated ecommerce – designed around real user needs, such as purchasing multiple parts from a single screen. The result was a frictionless path from identification to purchase, driving a 35% increase in digital revenue.

Closing the commerce loop.

Identifying a product is only the first step; the real opportunity lay in extending discovery into an end-to-end journey. I rebuilt Kohler’s technical diagram viewer from the ground up, transforming an unresponsive experience into a mobile-first, interactive parts explorer with integrated ecommerce – designed around real user needs, such as purchasing multiple parts from a single screen. The result was a frictionless path from identification to purchase, driving a 35% increase in digital revenue.

Refining the intelligence.

To ensure the AI scaled with precision, I designed a bespoke Administrative Validation & MLOps tool. This paired machine intelligence with human expertise equipping Kohler’s product specialists to actively review results, flag images, and use batch categorisation to train and refine the model – accelerating the machine-learning lifecycle while ensuring industry-leading accuracy.

Refining the intelligence.

To ensure the AI scaled with precision, I designed a bespoke Administrative Validation & MLOps tool. This paired machine intelligence with human expertise equipping Kohler’s product specialists to actively review results, flag images, and use batch categorisation to train and refine the model – accelerating the machine-learning lifecycle while ensuring industry-leading accuracy.

Customer Testimonials

Customer Testimonials

"BRILLIANT! Shows me that Kohler is still way ahead of the competition."

"BRILLIANT! Shows me that Kohler is still way ahead of the competition."

The future of support.

Following the success of Kohler Scout™, we extended its AI capabilities across Kohler’s entire help and support ecosystem. Scout’s image recognition was embedded directly into live chat, delivering consistent intelligence across every customer touchpoint, while voice AI was piloted to enable self-service through a seamless combination of image, voice, and text interactions.

The future of support.

Following the success of Kohler Scout™, we extended its AI capabilities across Kohler’s entire help and support ecosystem. Scout’s image recognition was embedded directly into live chat, delivering consistent intelligence across every customer touchpoint, while voice AI was piloted to enable self-service through a seamless combination of image, voice, and text interactions.

Alongside this, we introduced Kohler Assist™, a new central support hub powered by Generative AI. Trained on thousands of pages of technical manuals, the platform could synthesise step-by-step troubleshooting guidance for complex edge cases beyond standard FAQs, identify recurring issues, and drafting new self-service content – reducing demand, preventing escalation, and improving customer satisfaction.

From Alongside this, we introduced Kohler Assist™, a new central support hub powered by Generative AI. Trained on thousands of pages of technical manuals, the platform could synthesise step-by-step troubleshooting guidance for complex edge cases beyond standard FAQs, identify recurring issues, and drafting new self-service content – reducing demand, preventing escalation, and improving customer satisfaction.