Live Assistant AI Banking Chatbot

Client Mashreq Bank
Year 2024
The Mashreq Virtual Assistant project introduced a self-service chatbot to Mashreq Bank's mobile app, addressing call center overload and customer frustration with long wait times.
Scope of Work
User ResearchData AnalysisUser FlowsInterviewsStrategyConversational Design PatternsPrototypingUser TestingFigma PrototypesEfficient User ExperiencePersonalized SuggestionsInteractive Prototypes
Chatbot mobile app interface
Previous spendings bar graph

Solution

Strategy

Develop a self serve virtual assistant within the mobile application.

Design based on flows

Converted detailed user flows into conversational design patterns.

Prototypes

Created interactive prototypes to test key journeys.

User Testing

Conducted user testing sessions to identify usability issues.

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