What is L.Ai.C.?

L.AI.C. is Life Time’s in-app digital concierge that leverages Open AI to provide members with support to accommodate their needs and wants.

I served as a mix of strategist and ux designer for this project. The business asked me to deliver some initial discovery work for this project, mapping out what the possibilities for L.Ai.C. are. I partnered with the product owner and the Mobile App Director to ultimately ground this project into what the product can do and what its options are for future progression.

What was my role?

Provide a sophisticated in-app digital concierge experience for our members to easily get access to all Life Time has to offer. The intention is to lessen the burden on our concierge team by offering this chatbot, and getting our members to get engaged in different areas of interest.

What’s the vision?

What can L.Ai.C. do?

It was important to begin with grounding the work in what our AI is capable of doing, to avoid having the technology team get too sidetracked with new improvements and ideas that could be incorporated into this. I partnered with the product owner, and listed out what the current product is capable of doing:

Teach the user what she is capable of assisting with.
Re-route the user to what she can answer if she is unable to answer their question.
Re-route the user to concierge if she is unable to answer their question.
Re-direct a non-paying mobile user.
Show user how their data is being used/stored.

After noting what L.Ai.C. is currently capable of doing, there were a few different use cases that the product owner wanted to focus on.

How to set expectations for our members
How L.Ai.C. can fail gracefully (meaning that if a user asks a question that L.Ai.C. is unable to answer, how does she re-direct them while considering what her capabilities are)
The L.Ai.C. function is currently only available for paying members. We did some exploration on how to best communicate this to users

How do we set expectations for our members?

We had a few different options to set initial expectations for members. We thought about incorporating our “What’s New” functionality that would initially be introduced when opening the app.
We also considered providing the user with intro copy when they first open the L.Ai.C. feature within the app.

We also explored a couple of options on how the user could find information about what L.Ai.C. is capable of. We did this through an option of providing a native information button that would allow users to see the capabilities in the app.

Another option was to provide them with a small toolbar that would send them to an external web browser, similar to ChatGPT.

How can L.Ai.C. fail gracefully?

Here we explored how we would redirect the user if the they asked a question that L.Ai.C. was unable to answer.

The second part of this flow further elaborates on what would happen if L.Ai.C. were to re-route the user to concierge to reach a resolution
One of our considerations with this was how big of a burden this would be to our concierge team

How to Communicate with Non-Paying Users

We had a couple different options here to consider. We explored either having the icon there, disabling it to encourage users to upgrade their membership.
We also considered removing the icon all together.

Next Steps

This was the extent of my work on this project. I shared this information with the Director of the Digital App and the Product Owner, and it was used to inform the decisions when it came to building the L.Ai.C. feature. The feature is live and you can download it on the app store today.