Optimizing Employee Support: Mobile UX for AI Virtual Assistant
Spearheaded the mobile adaptation of an AI-powered virtual assistant for Bank of America. Led the UX design efforts to bring a successful desktop support solution to mobile, enhancing accessibility and usability for over 200,000 employees on the go. Demonstrated expertise in translating complex desktop interactions into an intuitive mobile experience, improving technical support efficiency and user satisfaction across the organization.
Challenge:
Our UX team was tasked with extending a successful desktop virtual assistant to mobile platforms, addressing the need for on-the-go technical support for over 200,000 employees. The challenge was to maintain the desktop version's effectiveness while optimizing for mobile use, considering limited screen real estate and varying user contexts.
Strategic Approach:
1. Mobile-Specific User Research
Analyzed mobile usage patterns and pain points in accessing technical support
Conducted comparative analysis of leading mobile AI assistants, including Bank of America's consumer chatbot
Identified key opportunities for mobile-specific enhancements
2. Mobile-First Design Process
Applied mobile design best practices to adapt the desktop interface
Created a touch-friendly, responsive UI adhering to corporate design systems
Conducted iterative prototyping and usability testing focused on mobile interactions
3. Cross-platform integration and Optimization
Collaborated with product and development teams to ensure seamless cross-platform experience
Employed rapid mobile prototyping techniques to validate design decisions
Conducted testing to optimize mobile-specific features and interactions
Innovative Mobile Solution:
Designed a mobile-optimized version of the virtual assistant featuring:
Streamlined conversation flows tailored for mobile contexts
Touch-friendly interface with easily accessible quick actions
Responsive design accommodating various mobile devices and orientations
Measurable Impact:
Reduced support tickets handled by the technical support department
Employees received quicker answers to their common technical questions
Positive feedback on the MVP, with employees appreciating the quick and reliable support
Key Learnings and Future Directions:
Successfully adapted complex desktop functionality to a mobile-first experience
Identified opportunities for future enhancements and features
Developed a roadmap for expanding the assistant's capabilities across other business units
Conclusion
This project highlights my ability to lead mobile UX initiatives in enterprise environments, translating successful desktop solutions into highly effective mobile experiences. It showcases my skills in mobile-specific research, design, and cross-functional collaboration, as well as my strategic approach to enhancing user support across multiple platforms.