Case Study
US Bank needed a Chat solution to help address Tier One customer support questions and concerns prior to handing them over to a paid, live support agent. For this effort, the US Bank team aimed to create a new experience for their online users, leveraging a wealth of existing content to train the AI bot.
I provided services in Experience Design (IA and UX) to the US Bank Customer Connect team. My deliverables included Wireframes, Extensive Documentation and Annotations.
The Process
I helped implement the deliverables for the critical initial project release, including extensive brainstorming sessiont and multiple iterative rounds of presentations and approvals. This included thorough analysis of the Business Requirements and collaboration with all teams involved in the project, from the Business Stakeholders to Development Teams to Research and Visual Design.
Additionally, my project involvement included brainstorming sessions as well as IA / UX guidance to Business Stakeholders and Development, and included whiteboarding sessions, flowcharts, diagrams and wireframes.
Highlights Include
- competitive analysis audit
- detailed wireframes
- ongoing collaboration with Accessibility expert
- detailed design flow documentation
- technical copy and documentation
- advocacy for the end user
- ongoing presentations to client stakeholders
- functional prototypes
Methodologies
- Accessibility Standards
- Chatbot Research
- Content Audit
- Design Documentation
- Distributed Team Collaboration
- Stakeholder Presentations
- Team Brainstorming Sessions
- Wireframes
Tools
- Adobe Creative Suite
- Confluence / JIRA
- InVision
- Sketch
My Role: Senior UX Designer
I was hired on to provide Product Design services and create initial MVP creative concepts and hi-res prototypes. Over several months, I worked with the internal Business Stakeholders and Development teams to settle on business requirements, understand technical contraints, and build annotated wireframes for the streamlined data capture process.
I had the great fortune to partner closely with an Accessibility expert throughout every step of the process; this experience has brought a sense of empathy and awareness that I've carried through to every project since.
Results
The Wireframes, Prototypes and Documentation were successfully handed off for implementation by Development, with the blessing and strong enthusiastic response from the Business Stakeholders. A success!
