Kiehl’s / L’Oréal · conversational experience
Skincare advice, with a digital human.
Eve brought personalised skincare advice to a touchscreen kiosk at Westfield Doncaster in Melbourne, combining UneeQ’s digital-human technology with guided Kiehl’s product recommendations.
Launched / 2022
Delivered as bot•hello, now called melis.ai.
- Sean’s role
- Leading conversation and screen design, AI language setup and project coordination with our partners.
- What we built
- Eve: a digital skincare advisor for Kiehl’s live retail experience.
- Opening report
- 2,182 interactions · 389 sessionsOpening report: 15–25 September 2022.
The delivered experience
Meet Eve, in store.
See Eve in the store and watch how shoppers could explore products with her.
The challenge
Kiehl’s wanted to offer personalised skincare guidance through a digital character at Westfield Doncaster in Melbourne. The experience had to feel true to the brand and work reliably in a busy retail setting.
What we did
We developed Eve’s personality, conversation and touchscreen journeys with UneeQ, WonderUp, SCSS and L’Oréal. Sean led the client relationship and coordinated delivery across the partner teams. UneeQ provided the digital character and animation expertise.
How it works
At the touchscreen kiosk, shoppers could find a retinol product, build a skincare routine or ask Eve their own questions. Guided journeys used their answers to suggest relevant products. Testing covered both the structured paths and open conversation, including responses for questions Eve could not support.
The results
Eve reached a live store in roughly three months, a delivery timeline confirmed by UneeQ. The opening report recorded 2,182 interactions across 389 sessions. Satisfaction averaged 10/10, with six responses per question.
What we learned
A digital character is only as useful as the service behind it. Product knowledge, clear choices and considered responses to unanswered questions mattered as much as appearance.
“It was an exceptionally well-run project from start to finish.”