🕣 Duration: 1 Month
Empowering Users with Smarter Budgeting in NatWest Cora.
Empowering Users with Smarter Budgeting in NatWest Cora.
Empowering Users with Smarter Budgeting in NatWest Cora.
Cora is NatWest's AI assistant. While it successfully handled customer service inquiries, we launched a Proof of Concept (PoC) to demonstrate the clear potential for expanding its capabilities by integrating with the I-app Spending Tracker to address bigger customer pain points. Our project focused on one thing: transforming Cora into a powerful financial tool by integrating intelligent budget planning.
Role
Role
Year: 2024
Role: UI/UX Designer
Responsibilities: Responsible for the end-to-end UX and visual design. Conducted survey to identify financial pain points, created conversation scripts, set-up workshop and designed wireframes and interactive prototypes, and collaborated with the researcher to highlight the PoC performance.
Year: 2024
Role: UI/UX Designer
Responsibilities: Responsible for the end-to-end UX and visual design. Conducted survey to identify financial pain points, created conversation scripts, set-up workshop and designed wireframes and interactive prototypes, and collaborated with the researcher to highlight the PoC performance.
Year: 2024
Role: UI/UX Designer
Responsibilities: Responsible for the end-to-end UX and visual design. Conducted survey to identify financial pain points, created conversation scripts, set-up workshop and designed wireframes and interactive prototypes, and collaborated with the researcher to highlight the PoC performance.
Key Pain Points
Key Pain Points
Customers struggle to track the full lifecycle of their bills
Users feel a lack of control over budgeting and spending
Existing AI/chatbot offers only basic functionality, limiting financial guidance
Customers struggle to track the full lifecycle of their bills
Users feel a lack of control over budgeting and spending
Existing AI/chatbot offers only basic functionality, limiting financial guidance
Project Initiation & Discovery
Project Initiation & Discovery
Following the project debrief, I launched a comprehensive discovery survey to clearly define user pain points and prioritise the key areas for improving the existing chatbot experience.
Following the project debrief, I launched a comprehensive discovery survey to clearly define user pain points and prioritise the key areas for improving the existing chatbot experience.
Conversation Flow
Conversation Flow
Analysis of the survey data revealed a critical user pattern—a high demand for budgeting and financial billing support. I leveraged this insight to define the core user intent (the goal of the query) and establish the AI trigger (the decision point) that would move the system from simply understanding the user to proactively acting on their complex financial needs.
Analysis of the survey data revealed a critical user pattern—a high demand for budgeting and financial billing support. I leveraged this insight to define the core user intent (the goal of the query) and establish the AI trigger (the decision point) that would move the system from simply understanding the user to proactively acting on their complex financial needs.
Design and Prototyping
Design and Prototyping
Based on the defined user intent and the AI logic flow, I developed detailed conversation scripts. These scripts then served as the direct blueprint for designing the final wireframes and user interface (UI), ensuring the solution was both intuitive and goal-oriented.
Based on the defined user intent and the AI logic flow, I developed detailed conversation scripts. These scripts then served as the direct blueprint for designing the final wireframes and user interface (UI), ensuring the solution was both intuitive and goal-oriented.
Based on the defined user intent and the AI logic flow, I developed detailed conversation scripts. These scripts then served as the direct blueprint for designing the final wireframes and user interface (UI), ensuring the solution was goal-oriented.
Final Design
Final Design
If you need to hear the amazing story behind the
project, don't be a stranger and reach out
Anthony.kellly@gmail.com
If you need to hear the amazing story behind the project, don't be a stranger and reach out
Anthony.kellly@gmail.com