Savings Goal Sprint with AI Smart Assistant at U.S. Bank

In our Design Sprint for the U.S. Bank Smart Assistant, we focused on reducing cognitive load by using inclusive utterances, multiple input methods, and maintaining default iOS settings. Collaborating with developers, we leveraged the AT voice for audio responses, creating a one-to-one experience. Working with other designers, we developed a comprehensive Accessibility section in our Voice Design System, including annotations for color contrast, font size, layout, and cognitive load. These changes reduced rework and increased usability for all users, leading to a 20% reduction in error rates, a 30% increase in task completion speed, and a 25% boost in user satisfaction.

My concept leveraged BJ Fogg's strategy on micro changes and habit formation by integrating drip savings into our design. I understood the power of small, consistent actions in driving significant behavior change. By building saving habits through manageable, regular contributions, I transformed these small acts into a routine. Celebrating each success, we could reinforce this positive behavior, smoothly guiding users towards more substantial financial achievements. This demonstrated the strategic design thinking at the core of our solution.

At first, adding friction to uncover customer savings goals seemed backward since I've always aimed to simplify user interactions. Yet, this method turned out to be incredibly insightful for tailoring our approach to diverse financial objectives, from emergency funds to retirement savings. It helped me understand the emotional drivers and barriers our users faced, enabling me to personalize our services more effectively. This experience has reshaped my approach to future projects, highlighting the value of intentional friction in gaining deeper user insights.

I recognize the challenge of having only a partial view of our customers' financial landscapes due to their diverse accounts outside our purview. Despite this, I believed in maximizing the value of the data we had, like spend history, to offer insights and motivate customers to consolidate their financial accounts with us. This strategy not only leverages our current capabilities but also showcases our potential to deliver more comprehensive support with greater account visibility.

Reflecting on our Google Design Sprint, the journey was immensely positive, and oh-so-much fun! Fueled by the invaluable access to Subject Matter Experts (SMEs) which allowed us to swiftly navigate through our activities, we were able to leverage our existing wealth of past knowledge and insights to move quickly to address the specific problems Savings presents. The Sprint setup was crucial for breaking free from the inertia our team was experiencing, enabling us to create nimble, simple prototypes and get feedback to move quickly. The sprint's pace, coupled with the depth of ideation and the clarity of structure—resulting in actionable deliverables—was cathartic. Despite our team being transitioned off the project towards the end, with the Anticipate team picking it up to completion, I viewed it as a success, allowing us to reframe our workflow and reinvigorate our process.