Bank of America Erica AI Assistant
Platform: iOS, Android
Erica is an artificial intelligence application that interacts with Bank of America mobile app users via voice and consists of machine learning capabilities that lives within the mobile app system.
Team:
1 UX Designer (me)
1 Visual Designer
2 Engineers
1 Machine Learning Developer
1 User Researcher
1 Systems Analyst
1 Product Manager
the challenge
Developing an AI application with machine learning capabilities that would be incorporated into the existing Bank of America's consumer mobile app. This was the first phase of Erica.
research
A formal usability lab testing was conducted on the Erica prototype. The purpose was to gather user feedback on their impressions of Erica and its functionality. Users were asked to complete moderator guided tasks and answer usage questions. There were 2 prototypes that we compared; Open design vs. chat design. This was followed by a desirability exercise.
Usability Study: Erica Agile Study Phase One
Open Design
Desirability Exercise
Open Design
Chat Design
Chat Design
In the desirability exercise, we asked participants to come up with terms that best exemplify the two designs.
wireframes
Input field states and flow
Handoff Flow: FICO
final designs
For Phase 1, the usability study informed the final designs.