Second Floor is a mobile banking App that utilize Conversational User Interface (CUI) and AI to humanize banking experience.
Client
IBM
2020
Contribution
Interaction Design
UX Research
Team
Ben Tseng (UX Designer)
Mandy Wu (UI Designer)
Overview
In order to reverse the cold and unfriendliness impression of existing mobile banking Apps, we craft "Second Floor", which utilizes conversational user interface (CUI) to humanize the banking experience. Users can effortlessly toggle between the Graphic User Interface (GUI) and CUI with a simple swipe, metaphorically moving 'upstairs' to receive tailored assistance from an AI agent.
As a UX Designer, I explored how users in Taiwan would interact with a financial CUI, then created an interactive prototype and evaluated the concept with user testing. The design was adopted by several banks in Taiwan and customized to their target market segmentation.
This project not only brought significant success to IBM Taiwan but also earned recognition within the broader organization for its innovation and impact.
Design Process
Explore CUI's Potential in Mobile Banking Experience
Cultural Probe
To understand how Taiwan users utilize and communicate with CUI in their daily lives, we designed a cultural probe kit and asked people of different generations to record their behavior and mood while using smart speakers, virtual assistants, and chatbots.
Rapid Prototyping
Evaluate CUI System with Wizard of OZ
Bridging the Gap Between CUI and GUI
To find out whether the design concepts were adequate, I created a functional prototype with HTML, JS, Marvel and connected a third-party chatbot service so that users can switch between GUI and CUI.
Following our research, we discerned that users anticipated performing financial tasks in the CUI that are typically buried under two or more layers in GUI mobile banking, necessitating multiple clicks to access. However, this expectation wasn't universal for all tasks. As a result, we developed the 'Second Floor' design concept, enabling users to transition between CUI and GUI seamlessly with just one tap
Bridging the Gap Between CUI and GUI
To observe Taiwan CUI users' actual behavior, we home-visited 5 cultural probe participants and asked the participants to demonstrate how they interact with CUI in their daily lives.
Field Research
To discover how users expect to talk to and hear from a financial chatbot, I designed a set of financial scenario cards and brought it to co-design workshops to provoke participants' thoughts when having conversations with a financial chatbot in various contexts.
Co-Design Dialogs with Financial Scenario Cards
Field Research
To observe Taiwan CUI users' actual behavior, we home-visited 5 cultural probe participants and asked the participants to demonstrate how they interact with CUI in their daily lives.
Co-Design Dialogs with Financial Scenario Cards
To discover how users expect to talk to and hear from a financial chatbot, I designed a set of financial scenario cards and brought it to co-design workshops to provoke participants' thoughts when having conversations with a financial chatbot in various contexts.
Uncover Expected Dialogs in Different Context
I led 10 co-design workshops with participants from the cultural probe study. We showed the financial scenario cards to the participants and asked them how they would talk to the chatbot under each scenario (e.g., making investment decisions at home), and how should the chatbot respond.
Rapid Prototyping
Evaluate CUI System with Wizard of OZ
Bridging the Gap Between CUI and GUI
Following our research, we discerned that users anticipated performing financial tasks in the CUI that are typically buried under two or more layers in GUI mobile banking, necessitating multiple clicks to access. However, this expectation wasn't universal for all tasks. As a result, we developed the 'Second Floor' design concept, enabling users to transition between CUI and GUI seamlessly with just one tap
Building Functional Prototype
To find out whether the design concepts were adequate, I created a functional prototype with HTML, JS, Marvel and connected a third-party chatbot service so that users can switch between GUI and CUI.
Final Design
Overcome AI Limitation with Design Metaphors
After we craft and iterate the conversation design based on Wizard of OZ, one big design challenge we face is the AI model we have can’t comprehend every intention (Yes, it’s language model in 2020 ). Instead, multiple model is needed to cover different financial scenarios. If the user’s request Exceed the capability of one model, it will take some time before application switch to another model. Therefore, we came up with different characters assigned with different roles to make the transition seems natural to user. When the application is switching to another model, the character will “call” the domain expert to assist with their needs.
Framing User Expectation with Characters
We executed 15 user testing sessions with the Wizard of Oz methodology. While we told participants that the conversation was done by AI, one of the design team members was communicating with them based on the scripts we designed beforehand.
Wizard of Oz
Wizard of Oz
We executed 15 user testing sessions with the Wizard of Oz methodology. While we told participants that the conversation was done by AI, one of the design team members was communicating with them based on the scripts we designed beforehand.
Final Design
Overcome AI Limitation with Design Metaphors
Framing User Expectation with Characters
After we craft and iterate the conversation design based on Wizard of OZ, one big design challenge we face is the AI model we have can’t comprehend every intention (Yes, it’s language model in 2020 ). Instead, multiple model is needed to cover different financial scenarios. If the user’s request Exceed the capability of one model, it will take some time before application switch to another model. Therefore, we came up with different characters assigned with different roles to make the transition seems natural to user. When the application is switching to another model, the character will “call” the domain expert to assist with their needs.
Represented by a friendly green monster, this character aids users in personal finance management. For instance, it provides timely alerts, warning users if their current spending trends might exceed their limits.
Personal Financial Consultant
This character is proactive, alerting users to the latest deals they might find appealing. Users can tailor their preferences through interactive dialogue.
Deal Promoter:
The approachable red monster handles general bank inquiries, such as clarifying transaction fees. It also suggests possible next steps based on a user's historical activity.
Customer Service
On demand, the Market Expert shares insights on financial markets. Whether it's global economic trends or fluctuating exchange rates, this character empowers users with the knowledge they need for informed investment decisions.
Market Expert
Conversation stands as the pinnacle of human interaction. Throughout this project, I came to understand that design not only facilitates conversation but is intrinsically conversational in nature. Crafting superior conversational interfaces paves the way for more profound and meaningful engagements between humans and artificial intelligence, enriching the experience for all involved stakeholders
Summary
Design for Conversation, Design as Conversation
Personal Financial Consultant
Represented by a friendly green monster, this character aids users in personal finance management. For instance, it provides timely alerts, warning users if their current spending trends might exceed their limits.
The design was adopted by several banks in Taiwan and customized to their target market segmentation.
This project not only brought significant success to IBM Taiwan but also earned recognition within the broader organization for its innovation and impact.
Project Impact
Reach Out for Additional Details.
yingjuit@andrew.cmu.edu
Deal Promoter:
This character is proactive, alerting users to the latest deals they might find appealing. Users can tailor their preferences through interactive dialogue.
Customer Service
The approachable red monster handles general bank inquiries, such as clarifying transaction fees. It also suggests possible next steps based on a user's historical activity.
Market Expert
On demand, the Market Expert shares insights on financial markets. Whether it's global economic trends or fluctuating exchange rates, this character empowers users with the knowledge they need for informed investment decisions.
Project Impact
The design was adopted by several banks in Taiwan and customized to their target market segmentation.
This project not only brought significant success to IBM Taiwan but also earned recognition within the broader organization for its innovation and impact.
Summary
Design for Conversation, Design as Conversation
Conversation stands as the pinnacle of human interaction. Throughout this project, I came to understand that design not only facilitates conversation but is intrinsically conversational in nature. Crafting superior conversational interfaces paves the way for more profound and meaningful engagements between humans and artificial intelligence, enriching the experience for all involved stakeholders
Reach Out for Additional Details.
yingjuit@andrew.cmu.edu
Overview
In order to reverse the cold and unfriendliness impression of existing mobile banking Apps, we craft "Second Floor", which utilizes conversational user interface (CUI) to humanize the banking experience. Users can effortlessly toggle between the Graphic User Interface (GUI) and CUI with a simple swipe, metaphorically moving 'upstairs' to receive tailored assistance from an AI agent.
As a UX Designer, I explored how users in Taiwan would interact with a financial CUI, then created an interactive prototype and evaluated the concept with user testing. The design was adopted by several banks in Taiwan and customized to their target market segmentation.
This project not only brought significant success to IBM Taiwan but also earned recognition within the broader organization for its innovation and impact.
Design Process
Explore CUI's Potential in Mobile Banking Experience
To understand how Taiwan users utilize and communicate with CUI in their daily lives, we designed a cultural probe kit and asked people of different generations to record their behavior and mood while using smart speakers, virtual assistants, and chatbots.
Cultural Probe