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.
Multi-channel UX
CONVERSATIONAL & MULTI-CHANNEL UX
• Designed dialogue flows and screen states for common tasks such as balances, transactions, bill pay, and card controls.
• Balanced “chatty” personality with clarity and speed—ensuring interactions felt human without wasting time.
• Considered cross-channel entry and exit points (push notifications, deep links, and handoff to human support).
• Ensured that error states and edge cases still felt controlled and trustworthy.
AI Assistance
AI ASSISTANCE, EXPLAINABILITY & SAFETY
• Worked with AI teams to define what ERICA should and should not attempt, based on risk and user value.
• Created UI patterns for explaining what the assistant was doing, what data it was using, and why it made certain suggestions.
• Designed escalation paths where higher-risk or higher-emotion scenarios moved to secure human support.
• Helped refine guidelines for tone, guardrails, and content so the assistant remained on-brand and compliant.
Qualitative Feedback
MEASUREMENT & ITERATION
• Used behavioral data and qualitative feedback to refine intents, responses, and UI placements over time.
• Identified high-friction interactions and re-designed them for fewer steps or clearer prompts.
• Supported experiments comparing assistant-driven vs. traditional navigation for specific tasks.
Note: I’m actively updating this section with a full case study for this position, including before/after states, outcomes, and team context.