AI Integrated-USer Experience
VISA GO: AI-POWERED EVENT CONCIERGE
Role
Lead UX Designer
TECK STACK
iOS, Android, AI backend (LLM integrations)
Timeline
6 Months
The Problem
Premium event attendees face decision paralysis. When you attend an invite-only event in a new city, you need: flights, hotels, restaurants, venue logistics.
Key insight: Users didn't want to organize better. They wanted someone to handle it. Naive checklist apps missed the real need.
Our users spent 4-6 hours researching before each event. Research time, not task management, was the bottleneck.
Approach
I diagnosed two core needs: (1) Curated recommendations, not generic search results. (2) Personalization at scale—premium feel, not robotic.
Workflow
User inputs preferences → AI generates recommendations → Human curator reviews → User approves/edits → Itinerary locked
Key design decisions:
AI as research assistant, not decision-maker - Premium feel requires "expert picked" positioning, not "AI picked"
Confidence scores visible - Showing reasoning increases trust by 40%
One-tap override - Users need agency to feel in control
Results
The hybrid approach proved itself at scale. VISA couldn't hire enough concierges but AI plus curation made 80K users feel personal.
80K+ users
across 8 countries
88% retention during event (most event apps drop to 45%)
10K+ downloads
in first 2 months
40% faster travel planning