Over three years, I scaled Mindbody's agentic product experiences: an AI support assistant that grew from a 500-studio pilot into the front door of support for every customer, and the agentic platform that lets any squad ship actions on one cohesive experience.
Role
Design Lead + Design Engineer
Time
Jun 2023 – active
Team
PMs, EM, Design Manager, UX Research,Platform + Squad Engineers
Tags
Agentic AIPlatform IA & systemsDesign engineering
Overview
I evolved Mindbody's agentic experiences over 3 years:
Results
Starting in support
Our AI support experience grew to become the front door of support for every Mindbody customer, creating significant cost savings for Playlist while unlocking more accurate, faster, personalized responses for customer issues.
88% deflected
of the conversations that reach the assistant, as of late 2025
−25% phone cases
inbound phone cases over the same period, as support shifted to the assistant
Agentic actions
I'm now building our agentic platform, a new way for customers to complete nearly any complex action by chatting with an agent. I defined the set of primitives and UI components that let any squad build powerful agentic experiences on one cohesive system, scaled it through multiple iterations, and set the roadmap for how the agent grows in scope and in what it can do for our customers.
The full designs are protected
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Shaun Latip © 2026.
v1.0.2 +478 −14
Berkeley, CA · --:--:-- PT