Mobile Klinik
Designing Eva, an intelligent in-app AI agent for TELUS
Problem Statement
Mobile Klinik, a TELUS brand, had a Device Check-Up App that wasn't converting. Support journeys were fragmented, users struggled to describe their issues, offers felt generic, and nothing connected diagnostics to real action.
Goals & Objectives
Increase app engagement and service usage
Surface relevant offers at the right moment
Simplify support and reduce friction in key tasks
Guide users to nearby stores when needed
Research & Insights
54% of users didn't even know something was wrong.
Bad support killed satisfaction (NPS -36); smart alternatives brought it back (+6).
Only 30% of users trusted chatbots
Most users couldn't describe their issue
Approach & Strategy
Mobile Klinik already had an established app so our job was to extend it, not reinvent it. We worked within their existing design system and brand language, ensuring Eva felt like a natural part of the experience rather than something bolted on.
Within the team we developed Eva's character, designing a visual identity for the robot that felt warm, approachable and distinctly Mobile Klinik.
From there it was about wrapping the AI capability in a UI that customers would actually want to use. Clear conversation flows, contextual offer moments, and a guided diagnostic experience that made complex device issues feel simple.
Final Designs
Some of the final screens include onboarding for the AI assistant, chat examples showing guided support and quick actions, and contextual upsell and promotional moments that surface relevant offers naturally within the experience.
Metrics & Outcomes
1.5x
increase in engagement
1.5x
improvement in diagnostic completion
3x
more users tapped on a relevant offer