Suvinil - Chatbot
Industry
E-Commerce
Costumer
Suvinil
Service
Chatbot
Date
July 2020
With 31% of Brazil’s paint market, Suvinil was the industry leader, but most customer journeys still ended outside digital channels. The company saw an opportunity to turn product discovery into a new revenue stream by bringing more of the buying journey online.
Choosing paint colors can be overwhelming, often requiring in-store support and multiple touchpoints before a purchase decision. Through user research, conversational design, and rapid prototyping, I designed a chatbot experience that guided customers through color selection, product recommendations, and purchase intent in a simple and engaging way.
The project became one of Suvinil’s first initiatives focused on digital sales enablement, transforming a traditionally offline experience into a scalable online channel. By reducing decision friction and increasing product discovery, the chatbot helped create new conversion opportunities and laid the foundation for future e-commerce growth.
