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.
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.
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.
Define the Solution
Conducted utterance sorting with heavy information architect work to classify people’s 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.
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.