Bank of America
Bank of America
Bank of America’s iOS mobile app has 4.5 million ratings, and 4.6/5 stars in the App Store. This project addressed the painpoints expressed in several reviews, consisting of navigation, Bank of America’s digital AI assistant, and customer service.
Client
Bank of America
Year
2024
Category
Product Design
Problem / App Complaints
Problem / App Complaints
Reviews in the Apple App Store revealed several issues with the mobile app. Complaints were categorized into five themes to address issues related to the product's user experience. These included:
Navigation (information architecture)
Customer Support
Notifications
Transaction management
Erica's Usefulness (AI assistant)
Reviews in the Apple App Store revealed several issues with the mobile app. Complaints were categorized into five themes to address issues related to the product's user experience. These included:
Navigation (information architecture)
Customer Support
Notifications
Transaction management
Erica's Usefulness (AI assistant)
Problem / App Complaints
Reviews in the Apple App Store revealed several issues with the mobile app. Complaints were categorized into five themes to address issues related to the product's user experience. These included:
Navigation (information architecture)
Customer Support
Notifications
Transaction management
Erica's Usefulness (AI assistant)
Process / Research Synthesis
Process / Research Synthesis
While the research was 100% human-led, I used chatGPT to help me verify and validate my findings. This consisted of using chatGPT's 4o model for image-to-text recognition, prompting for a summary of each review and and action items to improve the design.
While the research was 100% human-led, I used chatGPT to help me verify and validate my findings. This consisted of using chatGPT's 4o model for image-to-text recognition, prompting for a summary of each review and and action items to improve the design.
Process / Research Synthesis
While the research was 100% human-led, I used chatGPT to help me verify and validate my findings. This consisted of using chatGPT's 4o model for image-to-text recognition, prompting for a summary of each review and and action items to improve the design.
Solution / Design Requirements
Solution / Design Requirements
By aggregating the research and leveraging chatGPT, three key requirements were created:
Improve navigation throughout the app, rethinking information architecture around the areas of improvement identified in the previous step of research.
Redesign how notifications are implemented, focusing on relevancy and clear communication
Leverage Bank of America's AI assistant to improve customer support
By aggregating the research and leveraging chatGPT, three key requirements were created:
Improve navigation throughout the app, rethinking information architecture around the areas of improvement identified in the previous step of research.
Redesign how notifications are implemented, focusing on relevancy and clear communication
Leverage Bank of America's AI assistant to improve customer support
Solution / Design Requirements
By aggregating the research and leveraging chatGPT, three key requirements were created:
Improve navigation throughout the app, rethinking information architecture around the areas of improvement identified in the previous step of research.
Redesign how notifications are implemented, focusing on relevancy and clear communication
Leverage Bank of America's AI assistant to improve customer support
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©2024 FRANCISCO SOSA DESIGN
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©2024 FRANCISCO SOSA DESIGN
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©2024 FRANCISCO SOSA DESIGN
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©2024 FRANCISCO SOSA DESIGN
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