ABOUT
Itaú is the largest bank in Brazil and one of the largest financial institutions in Latin America with 98 million customers, 95,000 employees and 3,000 branches.
BUSINESS OUTCOMES
1M+ Customer inquiries resolved per month
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85%+Accuracy rate |
| |
KEY ACTIVITIES
01.Designing leading-edge concepts. |
| 02.Creating prototypes to demonstrate how a particular flow or interaction will work. |
| 03.Driving design from concept to execution. |
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BUSINESS PROBLEM
AI has emerged as a force capable of disrupting most value streams and business models.
PEOPLE PROBLEM
Customers were unsure if they were taking full advantage of their benefits / banking relationship with Itaú.
OPPORTUNITY
Introduce an AI-powered digital assistant that can answer basic questions and help customers take full advantage of their rewards & benefits.
CONSTRAINTS
- We had 4 months to launch our MVP experience before code freeze.
- Itaú was understaffed and kicking off an agile transformation.
- Language barrier - majority of employees only spoke Portuguese.
RESPONSE
I was responsible for:
- Identifying design trends and sharing AI best-practices.
- Designing leading-edge concepts and crafting end-to-end flows.
- Crafting new experiences and layouts while evolving Itau's visual design system.
- Creating prototypes in Figma to support user research and the co-innovation squad.
- Articulating goals and concepts while presenting work to leadership and stakeholders.
- Giving and soliciting feedback from other designers and the broaderroduct team to constinually raise our bar for quality.
- Driving alignment on product direction with cross-functional partner.
- Facilitating workshops with stakeholders across the organization.
- Ensuring our products and features launch at the highest level of craft and execution.
OUTCOME
The AI-powered digital assistant recently launched, now millions of customers can get answers in real time.
By establishing an Agile approach, the team will quickly release additional features to support top inquiries on checking accounts, usage of card benefits and analysis of their spending.
DELIVERABLES
- Best-practices for AI-powered assistants
- Backlog of new features
- Copy recommendations
- Competitor / market research
- Interaction and visual designs
- Journey maps
- Personas
- Product roadmap
- Service blueprint
- User flows
- Test cases & QA support
Crafting the end-to-end experience for Itau's AI-powered digital assistant.
The initial release includes a welcome screen, AI response rating feature and next steps.
The initial release includes several entry points.
A quick security check ensures the conversation is private and secure.
The initial release featured a new welcome screen.
The initial release featured an AI response, rating feature and next step.
The initial release featured an AI rating feature.
Designing, prototyping, and testing new features.
Crafting the end-to-end experience across iOS & Android.
Final designs for the talk-to-type feature.
Final designs for recurring subscriptions / spending insights.
Building empathy with our customers by understanding their pain-points, needs and wants.
Defining and evangelizing how an experience should behave based on an understanding of people’s needs.
TESTIMONIAL
"Thank you so so much for all your support, I couldn't have made it through without you..."
