LIoyds Banking Group is one of the UK's largest financial service organisations, with 30 million customers and 65,000 employees. 

​

THE CHALLENGE

​

Lead and execute a design-driven approach for the banks chatbot project serving 20 million customers. This project aims to revolutionize personal finance management and significantly reduce operational costs.

​

HOW I DID IT

​

Led a cross-functional design team (UX, UI, Research, Conversational Design, Analytics) in the development of a chatbot for 20 million customers. I facilitated stakeholder workshops to understand business objectives, conducted user research and testing, and collaborated closely with engineering to deliver a high-quality product.

We continuously analyzed quantitative and qualitative data to optimize chatbot performance and maintain a well-governed design backlog.

To enhance the customer experience, I spearheaded the creation of customer archetypes, considering both product portfolios and individual objectives. By mapping customer journeys and identifying key touchpoints, I optimized chatbot entry points to leverage journey context. This significantly reduced cognitive load, shortened chat durations, and created a more intelligent and personalized customer experience.

​

THE OUTCOME

​

The design-led approach fostered a collaborative environment, empowering the team, stakeholders, and other product teams to generate innovative solutions. By prioritizing user research and data analysis, we developed evidence-driven designs that effectively addressed both business objectives and customer needs.

This approach provided the business with a clear understanding of the customer journey when interacting with the chatbot. By demonstrating a deep understanding of customer needs and preferences, we built trust and confidence, making the chatbot the preferred channel for many of our customers

​