Envisioning a new financial future

Creating new methods to accomplish financial goals with voice and conversation.

Setting - Bank of America

Erica, named as part of Bank of AmERICA, acts as a financial digital assistant to help Bank of America customers quickly gain financial information and accomplish everyday banking tasks.  I joined as an Interaction Designer on a 15+ person team of leadership, other interaction designers, content strategists, visual designers, user researchers, and product owners.

The Challenge

Build multimodal interactions for Bank of America customers to accomplish everyday banking tasks i.e. transfer money, learn about spending and budgeting, lock/unlock debit cards using voice and visual affordances.  

The Outcome

Created conversations for several key pain points and opportunities for Erica to address.  She reduced call center volume and added novelty to everyday banking experiences.


Empathize with the User

Built personas to capture user behaviors and attitudes towards money.  Collaborated with user researchers in usability studies and exploratory user research. 

  Personas  - Bank of America researches people's attitudes and associations with financials and financial planning.  They understand who customers trust for financial information.

Personas - Bank of America researches people's attitudes and associations with financials and financial planning.  They understand who customers trust for financial information.

  User Testing   - Proof of concepts tested with users at Bank of America's usability labs.  These A/B testings and task analysis provide designers information on content, visuals, and interactions.

User Testing  - Proof of concepts tested with users at Bank of America's usability labs.  These A/B testings and task analysis provide designers information on content, visuals, and interactions.

Define the Solution

Conducted utterance sorting with heavy information architect work to classify people‚Äôs utterance into intents, then write response to address each intent.  Collaborated with visual designers and product stakeholders explore visual components and define edge case scenarios.

  Information Architecture  - We grouped raw user utterances into difference intents and wrote responses to address them.  The greatest challenge involved decided how to categorize ambiguous utterances that did not neatly fit into one intent or the other.

Information Architecture - We grouped raw user utterances into difference intents and wrote responses to address them.  The greatest challenge involved decided how to categorize ambiguous utterances that did not neatly fit into one intent or the other.

  Voice or Visual? -  Talk, type, tap?  When to use words or visuals?  Or mixture of both?  When displaying financial information, would users find a graph, a table, or a mixture of both as the best experience.  How can we leverage smooth transitions and micro-interactions to build understanding?

Voice or Visual? - Talk, type, tap?  When to use words or visuals?  Or mixture of both?  When displaying financial information, would users find a graph, a table, or a mixture of both as the best experience.  How can we leverage smooth transitions and micro-interactions to build understanding?

Build, Test & Iterate

Working in agile format with a small pod of people, we iterate our responses, user flows, wireframes, and visual treatment.  After usability studies, we reconsidered design decisions and scoped areas of opportunity for the next sprint, or next quarter.  

  Welcome  - Erica welcome screen when user first accesses Erica's conversation window.

Welcome - Erica welcome screen when user first accesses Erica's conversation window.

   Onboarding   - Erica provides insights to help user keep track of spending.

Onboarding - Erica provides insights to help user keep track of spending.

  Search  - Erica provides new ways to search transactions.  For example, she can provide spending information by category, time, and your personal set budget.

Search - Erica provides new ways to search transactions.  For example, she can provide spending information by category, time, and your personal set budget.