USBank
AI Chatbot & Accessibility Design

  • Client
    USBank
  • Role
    Experience Designer
  • Projects
    AI Chatbot
    Accessibility Design
  • Industry
    FinTech

Project Overview | USBank

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

My role centered on 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. This required thorough analysis of business requirements, iterative brainstorming sessions, and multiple rounds of presentations and approvals across every team involved.

Key Contributions: Experience Designer

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, documenting 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 Figma designs aligned with brand guidelines, producing detailed design specs and redlines to enforce strict implementation standards for the offshore team.

Did this project overview spark your curiosity?

Contact me for access to full case studies

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 reflected deep consideration on how to infuse accessibility in all facets of the product development process.

  • User flows and journey mapping for AI-driven conversation design
  • Information architecture and navigation structures for Tier One customer support
  • Ongoing stakeholder presentations with iterative rounds of approvals
  • Technical writing, annotations, and documentation for remote offshore development team
  • Detailed wireframes and functional prototypes meeting WCAG, Section 508, and ADA standards
Previous Project

BBY Geek Squad
Next Project

Subaru