Case study overview
The assistant lets bank and credit union customers ask questions in plain language, then confirms before acting, admits when it is unsure, and scales across hundreds of financial institutions.
The assistant resolves narrated goals like "move €200 to savings" into banking actions, then shows a structured confirmation before anything consequential happens. It answers balance and transaction questions instantly, surfaces underlying data for verification, and hands off to full task flows when needed without making the person repeat themselves.
As UX Design Lead, my responsibilities were to:
Own the interaction model end to end, from entry point through structured confirmation to task flow handoff
Run research with account holders across comfort levels with technology and money
Analyze support transcripts to identify where people abandon conversational tools permanently
Define trust and safety patterns for money movement confirmation
Design the honest uncertainty state for low confidence responses
Define accessibility behavior for dynamic response announcement across iOS, Android, and web
Build a token driven design system so one interaction model renders correctly under any institution brand
Partner with PM, UX writing, engineering leads, conversation design, legal, and compliance through delivery
80% task completion rate, 95% CSAT score, WCAG 2.2 AA conformance across platforms, deployed across hundreds of financial companies.
Figma
User Experience (UX)
User Interface (UI)
Conversational Design
Product Design
Trust and Safety Design
Accessibility Design
UX Research
User Interviews
Design Systems
Enterprise SaaS
Fintech
Banking
Information Architecture
Interaction Design
WCAG 2.2
Component Systems
Multi Brand Theming
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