USBank
USBank AI Chatbot Assistant
  • Client
    US Bancorp
  • Role
    Experience Designer
  • Project
    AI Chatbot Assistant
    AI Conversational Design
  • Industry
    FinTech

Project Overview | USBank AI Chatbot

US Bank needed a chat solution to handle Tier One customer support questions before routing users to live agents. The team set out to build a brand new experience for their online users, training the AI bot on a wealth of existing content. I was brought in as an Experience Design consultant to provide IA, UX, wireframes, and extensive documentation and annotations for the Customer Connect team.

A key part of my role was creating detailed annotated wireframes and technical documentation clear enough to guide a remote offshore development team, ensuring design intent was communicated precisely and implemented consistently. Driving the critical initial project release required thorough analysis of business requirements, extensive brainstorming sessions, and multiple iterative rounds of presentations and approvals across every team involved.

Key Contributions

Paired with a non-sighted accessibility specialist throughout, I collaborated closely to meet the strictest federally mandated requirements, including WCAG, Section 508, and ADA standards. Together we iteratively tested each development feature against those requirements, and I documented findings clearly so the offshore team knew exactly what needed to be addressed. This experience deepened my empathy and awareness in ways I've carried into every project since.
My design process was highly iterative, moving through multiple rounds of wireframes, annotations, and technical documentation in close collaboration with the offshore development team. Bi-weekly remote workshops kept everyone aligned, ensuring design decisions were clearly communicated and consistently implemented across each feature and release cycle.
From gathering requirements with stakeholders and developers to writing conversation flows and dialogue for the AI, my role spanned the full design lifecycle. I moved from paper prototyping through to high-resolution designs aligned with brand guidelines, and produced detailed design specs and redlines to enforce strict implementation standards for the offshore team.

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Designing an AI Assistant

Over months of collaboration with internal Business Stakeholders and Development teams, we honed business requirements, tackled technical constraints, and crafted annotated wireframes. Ongoing collaboration with accessibility experts refected deep consideration on how to infuse accessibility in all facets of the product development process.

  • User Flows / User Journeys
  • Information Architecture and Navigation Structures
  • Ongoing Presentations to Stakeholders
  • Technical Writing and Documentation
  • Detailed Wireframes and Functional Prototypes
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