AI ASSISTANT
Desktop | Mobile Application
Desktop | Mobile Application
Principal Product Designer
TIAA Bank
Design transfer funcitonality for an AIML chatbot
iOS, Android, and Web
The project aims to develop an advanced AI and Machine Learning (AIML) chatbot for a financial institution. The chatbot will enhance customer service by answering questions, suggesting products, and performing actions such as transfers. This will provide customers with a seamless, efficient, and user-friendly experience while interacting with the institution's services.
In today’s fast-paced digital world, customers expect immediate and efficient service from their financial institutions. Traditional customer service methods, such as phone calls and in-person visits, often lead to long wait times and can be inefficient for handling routine inquiries and transactions. Additionally, the increasing variety of financial products and services can overwhelm customers, making it difficult for them to choose the best options for their needs.
Our goal is to develop the AI Assistant Chatbot, an intuitive and user-friendly feature that simplifies the process of setting up recurring transfers. The TIAA Assistant will enable users to:
This feature aims to provide a seamless and hassle-free experience, ensuring timely and efficient management of recurring transactions for all users.
User Research and Insights:
Conceptualization and Ideation:
Wireframing and Prototyping:
Interaction Design:
Usability Testing:
Design Collaboration and Communication:
Implementation Guidance:
Quality Assurance and Refinement:
Ongoing Improvement:
I ensured that the TIAA Assistant Chatbot is not only functional but also provides a smooth, efficient, and pleasant user experience, making the process of setting up recurring transfers straightforward and hassle-free.
The primary objective of the user research was to understand customer needs, preferences, and pain points related to customer service interactions within the financial institution. This research aimed to gather insights to inform the design and functionality of the AIML chatbot.
Users find the process of setting up recurring transfers to be cumbersome and confusing, with too many steps and unclear instructions.
The interface for managing recurring transfers is not user-friendly, making it hard for users to input details accurately and confidently.
Users do not receive timely or consistent notifications about their recurring transfers, such as confirmations, reminders, or alerts for issues like insufficient funds.
Users often need to rely on customer support for assistance with recurring transfers due to unclear processes or technical difficulties, leading to delays and increased effort.
After completing the user research, I started sketching a few design concepts. I labeled a few key elements on the page to ensure I captured all interactions and functions.
When designing the chatbot, I kept the user in mind, aiming for it to be an option that enhances the user experience without distracting from other features. The design was sketched with reusability as a focus, ensuring it's simple for both mobile and desktop, a decision that directly impacts our users' interactions.
Once I had a firm grip on the concept based on the sketch, I started creating the initial wireframes, representing a low-fi user experience flow.
Adhering to the design process, I created interactive prototypes for mobile and desktop to ensure the application would function as expected.
I designed a low-fi prototype of the desktop concept, and I wanted the content to expand the desktop version of the feature to emphasize the active chatbot.
Following the usability study, a few participants stated that they had a hard time with background blending with the chatbot.
With the blending issue in mind, I decided to add an overlay over the distracting background content.
After conducting usability studies, I noticed a trend in which participants did not initially see the chatbot feature. I wanted to emphasize the chat feature, so I moved it from the bottom right of the screen to the top left.
Please click the button to see the high fidility prototype of the mobile experiecnce.
Please click the button to see the high fidility prototype of the desktop experience.
Implementing the AI chatbot design concept is expected to significantly improve customer service, operational efficiency, and financial performance. While there are potential negative impacts, such as initial investment costs and cybersecurity risks, these can be mitigated with careful planning and management. Overall, the AI chatbot presents a strategic opportunity to enhance customer satisfaction, streamline operations, and strengthen the financial institution's competitive position in the market.
Developing the AI chatbot taught me the significance of understanding and addressing customer needs, the importance of user-centered design, and the benefits of automation in improving operational efficiency. It also highlighted the necessity of robust security measures, the impact on employees, financial implications, and the importance of continuous improvement. The AI chatbot represents a strategic opportunity to enhance customer service and gain a competitive edge in the financial industry.
Enhance the chatbot with advanced machine learning to analyze customer behavior for tailored recommendations. Integrate with CRM systems for improved interaction and set up feedback loops to refine personalization, boosting satisfaction and loyalty.
Integrate advanced security features into the chatbot, such as multi-factor authentication and real-time fraud detection. Ensure secure transactions and data protection to build customer trust and comply with regulatory standards, enhancing overall user confidence.
Establish a continuous improvement program by monitoring interactions, updating the knowledge base, and collecting user feedback. Conduct periodic usability tests to ensure the chatbot adapts to customer needs, maintaining high satisfaction and effectiveness.
