Successfully introducing AI-powered experiences requires more than new technology—it requires thoughtful deployment and user adoption. For this engagement, Trellist partnered with the client to deliver a controlled rollout strategy that brought GenAI search capabilities to production while minimizing risk.
The Situation
The client had a clear vision and the search expertise to execute it: bring GenAI-powered answers into their Coveo search experience, surfacing direct LLM responses alongside traditional results. They owned the strategy and handled the Coveo implementation themselves.
What they needed was a technical partner to take that live feature and turn it into a carefully controlled rollout — one that protected the user experience while the team validated it in the real world. A phased, instrumented, recoverable rollout was required.
Trellist came in on the Adobe Target side, focused on two things: the pilot infrastructure that controlled who saw the new experience, and the tooltip layer that helped users understand it.
The Solution
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Built pilot infrastructure in Adobe Target governing who saw the GenAI answer — limited to a percentage of logged-in users during validation
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Configured a dedicated internal tester group to always receive the experience — keeping QA continuous without affecting the broader audience
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Built suppression logic so the GenAI answer would yield to Smart Snippets or custom content when present — ensuring existing best results were never overridden
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Designed and implemented a guided tooltip series to orient users on first encounter — reducing friction and building confidence without any product changes
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Instrumented GenAI answer display events and tooltip interactions in Adobe Analytics — giving the client the data needed to evaluate the pilot and make informed scaling decisions
The Impact
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Launched a first-of-its-kind GenAI search experience to a live financial services audience — safely, with full audience control
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Protected the user experience throughout the validation phase — existing best results were never disrupted
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Gave the client a complete analytics picture of how investors engaged with the GenAI answers and tooltip onboarding
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Earned an Adobe Summit Award Finalist nomination — the highest external validation of innovation in the Adobe ecosystem
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Demonstrated Trellist's ability to operate at the frontier of Adobe platform capability, not just execute established patterns
Platforms Used: Adobe Target, Coven (GenAI Search), Adobe Analytics
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