Conversation design at JPMorgan Chase revolved around the creation of a virtual banking assistant for our customers. One of the main goals for this assistant was to enable customers to serve themselves for various banking needs. Aspects of my role in this project are detailed below.
At Chase, Voiceflow was our dedicated tool for creating conversational flows. This tool allowed us to prototype new flows, share work across the team, create immersive demos, document changes to flows over time, and many other tasks.
I joined the team when we were onboarding Voiceflow and quickly became a power user after experimenting with the software. Leveraging my experience, I trained the team to use Voiceflow effectively and worked with them to define a set of standard processes. Some of these standards included defining how we use logic gates, standardizing our color scheme, and deciding how to incorporate visual components. Additionally, I was responsible for recording these standards onto a template which serves as a guide for the broader team at Chase.
Figma was the platform of choice for visual design at Chase. Due to my proficiency with the tool, I worked alongside our UI designers in the creation of specific widgets found within the Chase Digital Assistant. For chat, this mostly involved work with visual aids such as carousels or interactive buttons that drive the conversation.
Research Analysis
The research analysis effort was a project I directed at the Chase. Seeing value in our lengthy archive of research reports, we leveraged the information contained in these reports to created data-backed insights. These insights were then used to create the best practices guide for conversation design at Chase.
To achieve this, I led my team through an affinity mapping exercise where members took turns reviewing research reports and recording their insights. Once we agreed on the validity of the recorded insights, we used the data to cite best practices in the official company guide.
For more information on the Chase Digital Assistant, you can view the official website
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