An AI-powered Assistant for GSK Employees

GSK had built an MVP leveraging AI and wanted us to help them understand the flaws, raise it to industry standards and improve the overall experience, both functionally and aesthetically.

The Challenge

GiGi, the AI-powered assistant built by GSK, was a great first step into leveraging AI to serve the needs of its employees. There were, however, numerous issues around usability, aesthetics and site organization in general. My team was asked to be a fresh set of eyes to look critically at the tool and refine it holistically.

Research

The discovery process here consisted of the following:

Stakeholder interviews: We have numerous group walkthrough tours of the product, three group discussions, as well as lead stake holder one-on-ones.

Hueristic Analysis: We explored the major areas of the experience: Navigation, Tasks & Tools, and Chatbot to see what was working, challenges and opportunities.

Competitive Analysis: We looked at best in class tools like CoPilot, ChatGPT, Claude and Perplexity to analyze how they perform knowledge retrieval, content generation and task management.

Findings

The app suffered from a landing page with no input field to initiate conversation
No clear intro or greeting into the experience
Uneeded and uncollapsable left rails (and menus) throughout the experience
Lots of dated patterns (ie a “home” link as the first nav item)
Prompt libraries tucked away into unfindable corners and then appear in distracting overlays