Human Centered Design Strategist & Researcher
K. Woodson
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Co-Creations & Concept Testing
Project type
Co-Creation & Iterative Testing
Role
Co-leader, planner, and facilitator of workshop
Purpose
To save the bank's call center thousands of hours per year in unnecessary or easily answered calls.
Outcome
An innovative virtual assistant that decreased call volume during the pandemic when our call centers were overwhelmed. The virtual assistant maintained all the foundational customer findings including emphasis on privacy and democratizing the private banker.
ABOUT Co-Creations
Co-creations are a wonderful tool to use when working to understand customer needs and pair them with business line objectives. I can completely customize sessions to you and your business's needs. They can extend from a period of two hours to five days depending upon your level of understanding of your customer and the depth of your design needs. It's extremely important when conducting these sessions that influential stakeholders are involved as well as the design team who will be "doing the work." If you would like to see how your organization can benefit from a session please reach out.
ABOUT THE PROJECT
Here are the final visuals of the virtual assistant. Our co-creation process revealed the importance of security (how it interacts with and listens to users) and personalization (making the private banking experience accessible to everyone), which are evident in the finished products.
Throughout my iterative testing, the team gained deeper insights into the ideal user experience and potential use cases, such as communicating with the virtual assistant in public spaces through text rather than voice. Additionally, inclusive design considerations emerged from my testing and interviews with people with disabilities, shaping the product's final form.
