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Role & Scope
- Senior UX Designer working on ERICA, Bank of America's AI-powered virtual financial assistant — focused on conversational UX, cross-channel experiences, and integration with core banking journeys.
- Collaborated with Product, Data Science, and Risk to design interactions that were both helpful and responsible.
- Ensured every interaction maintained the trust and security expectations of banking customers.
Conversational UX
Conversational & Multi-Channel UX
- Designed dialogue flows and screen states for balances, transactions, bill pay, and card controls — ensuring clarity at every step.
- Balanced a helpful, human-feeling personality with clarity and speed — ensuring interactions felt approachable without wasting users' time.
- Considered cross-channel entry and exit points — push notifications, deep links, and handoff to human support — for a seamless experience.
- Ensured error states and edge cases maintained a controlled, trustworthy feel even when the assistant could not fulfill a request.
AI Assistance
AI Assistance, Explainability & Safety
- Worked with AI teams to define ERICA's scope of assistance based on risk level and demonstrable user value.
- Created UI patterns for explaining what the assistant was doing, what data it was using, and why it made specific suggestions — building user trust in AI.
- Designed clear escalation paths that moved higher-risk scenarios to secure human support without creating friction.
- Refined guidelines for tone, guardrails, and content to meet brand compliance and regulatory standards.
Measurement & Iteration
Measurement & Iteration
- Used behavioral data and qualitative feedback to continuously refine intents, responses, and UI placements.
- Identified and redesigned high-friction interactions — reducing steps or improving prompts based on real user behavior.
- Supported experiments comparing assistant-driven navigation versus traditional UI flows to validate the conversational approach.
Selected Work
Case Studies
Note: I'm actively updating this section with a full case study for this position, including before/after states, outcomes, and team context.