Mend

An AI support inbox for online shops: drafts that show their working, automations a support lead can read, and a person in the loop whenever money is involved.

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Studio concept · 2026 · Product design, Prototype

Mend's inbox in its desktop window: conversations, a customer thread with the drafted reply, the Shopify order on the right

Mend's drafted reply, enlarged, showing what the assistant looked up before writing it

Mend automation builder: a flow from new ticket to intent, order lookup, draft and approval

Mend analytics in dark mode: time to resolve, the share handled by the assistant, satisfaction

Mend on three phones: the inbox, a thread with its draft, and the approval as a sheet

Mend knowledge sources: the policies, help pages and connections the assistant answers from, and how often each was cited this week

Maps © OpenStreetMap contributors, served by OpenFreeMap. Placeholder company marks by Logoipsum. Portraits from Unsplash.

the project

Mend is a made-up product for the support inbox of an online shop, the kind of team that answers “where is my order” forty times a day and still has to get every refund right.

The inbox is three panes: the queue, the conversation, the order. When a message arrives, the assistant looks up the order and the shop’s policies and writes a draft. The draft says what it checked, so approving it takes one read.

Automations are written as a chain anyone on the team can follow: a new conversation, an intent, a lookup, a draft, and the rule for when a person has to step in. Anything that offers credit waits for approval.

Analytics stay small and honest: how fast people get a first reply, how much the assistant handled on its own, and where it couldn’t answer, so the knowledge base gets fixed where it is thin.

what we shipped

A three-pane inbox with the assistant’s drafts in the thread
A draft that shows what it checked before it wrote
An automation builder written as a readable chain
Analytics, a knowledge-source table and a phone app

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