Tracey John

Bank-of-America-symbol.jpg

BANK OF AMERICA

Giving a human voice to “Erica,” Bank of America’s groundbreaking financial chatbot.

PROJECT Erica

PLATFORM Bank of America Mobile App

ROLE Content Lead & Senior UX Editorial Designer

“Erica” is Bank of America’s is AI-driven virtual financial assistant, combining the latest technology in artificial intelligence, predictive analytics, and natural language processing to the company’s 25 million mobile clients.

animated_flag-432x94-32.gif
 

CHALLENGE: TURNING FINANCIAL JARGON INTO FRIENDLY DIALOGUE

Another challenge was to make technical financial terms more user-friendly, especially when it came to delivering “bad” news—such as when an overdraft occurs, or when there was a drop in a user’s credit score. The overall goal was to be clear while also having a “human-like” voice to be more appealing to users. We also had to work closely with business stakeholders and the legal teams to ensure that the met standards

CHALLENGE: CREATING UX LOGIC FOR BRANCHING DIALOGUE TREES

I worked closely with UX designers, product owners, and backend developers in determining the complex branching logic to display different messages for every use case. Adding to the complexity was the backend capabilities, which varied according to the type of account; thus, we had to find creative solutions in combining and prioritizing messages, and dealing with edge cases.

 
peopleusingapp.jpg

UX TESTING, USER RESEARCH & USER INTERFACE

I worked closely with the UX designers and the UX research team to ask questions and interpret user feedback on Erica’s dialogues, as well as the overall user flow to ensure accessibility and comprehension of the messages and financial insights. Additionally, I wrote user interface copy to help instruct users and provide clarity for touch interactions.

 
 
Our clients are increasingly asking for mobile services that make their lives easier, and Erica is becoming a growing choice for its convenience and personal solutions.
— Michelle Moore, head of digital banking, Bank of America
 
 
 
 

THE RESULTS: ERICA’S INSIGHTFUL FINANCIAL ADVICE

Erica not only transfers funds and tells users their account balances, but is also able to offer specific and detailed financial insights to users based on their background information and account activities. This included helping users with their budgeting and spending, letting them know about upcoming recurring charges and Bank of America bills, monitoring their credit scores, and more.