FinBot: Unified Banking Chatbot
ROLE
UX Researcher / Designer
Dates
Fall 2024
Duration
10 Weeks
F
FinBot
FinBot is an intuitive, user-friendly chatbot that enables users to manage all their bank accounts across multiple banks in one place. The goal was to simplify banking tasks and resolve account issues through a seamless chat interface.
Actual Design
Problem Statement
Managing finances across multiple banking apps is time-consuming, confusing, and lacks consistency.
Users struggle with fragmented experiences, slow customer support, missed payment deadlines, and delayed alerts for pending documentation or verification.
There’s a clear need for a secure, unified, and conversational solution that simplifies everyday banking tasks all from one place.
Goals
Centralize multiple bank accounts in one secure place
Simplify everyday banking through a conversational interface
Build trust through transparency and strong security
Reduce dependency on visiting multiple apps
Design Process
Research
UX Design
User Flow
Wireframe
Final App Design
1
2
3
4
5
Banking Customers
50+
Research
To ground the design in real user needs, I conducted a survey with 50+ banking customers across various demographics.
Goal
Understand how people manage multiple bank accounts and what they expect from a centralized chatbot experience.
Respondents reported frustration with managing multiple banking apps and desired a unified solution.
73%
68%
Users preferred a ChatBot over traditional customer service calls for quick banking queries.
User Flow
To design an optimal experience, I mapped out possible user journeys in Figma, analyzing each step to ensure a smooth and intuitive flow.
Sign In /
Sign Up
ChatBot
Home
Chatbot
Reply
User
Query
Profile
Accounts
User Persona
At the initial stage, we focused on creating detailed user personas using Human-Centered Design methods. This ensured the application was tailored to real user needs and behaviors.
Too many options clutter the interface
Simple tasks take too long to complete
Calling customer service feels like a waste of time
Frustrations
Check bank account easily
Use banking services without complex navigation
Manage payments and transfers seamlessly
Goals
Name: Alex Cooper
Age: 27 Years
Profession: Small Business Owner
Alex runs his business full-time and needs quick, reliable access to banking tools to manage payments and monitor transactions on the go.
Name: Jane Foster
Age: 31 Years
Profession: HR Manager
Jane has a busy work schedule and prefers quick access to updates about EMIs, salary deposits, and card status during short breaks.
Track account balance instantly
Stay informed about EMI payment schedules
Block or unblock credit cards on the go
Goals
Overwhelmed by too many options
Struggles to find specific functions like EMI details
Takes too many clicks to complete basic tasks
Frustrations
Wireframes
Based on the research conducted at the UX stage, we started developing wireframes. It was important to conveniently arrange the elements on the screens and provide an intuitive structure of the application.
FinBot
FinBot
FinBot
FinBot
Style Guide
We wanted to choose a bright and eye-pleasing color palette and readable front, as the application will be used on all phone sizes.
Primary & accent colors
Secondary colors
3894FF
323232
#5F80F8
#EBF5FF
#192A3E
#27AE60
Typeface
Poppins
ABCD
abcd
1234
Screen Preview
Below we will take a look at the most important application screens separately.
BOFA
Chatbot Started
When a user signs up the app for the first time, we ask them to upload their documents for verification.
EMI Status
User wants to know are there any pending EMI’s for this month, Chatbot will take that query and reply with the EMI status.
Block Card
FinBot chatbot can block or unblock user’s credit card with just one message.
Hi Jane!
How can I assist you?
Block my card
Which card do you want me to block?
XX3030
XX2798
Ask Something...
9:41
FinBot
FinBot
Hi Jane!
How can I assist you?
You have one pending EMI.
Ask Something...
Do I have any pending EMI?
EMI
Home loan (82XXXX928)
Due Date
15th Dec 2020
Due Amount
$300
Pay it
now
Remind later
FinBot
Hi Jane!
How can I assist you?
Block my card
Which card do you want me to block?
XX3030
XX2798
Ask Something...
FinBot
You have selected
Visa XX0303
May I know the reason why you want to block this card?
Lost Card
Fraudulent Transaction
Damaged Card
Other reason
Lost Card
Blocking Card
Visa XX0303
Confirm
Cancel
Ask Something...
FinBot
Usability Testing
50+ Participants
92%
Task completion rate
successfully completed basic tasks (checking balance, recent transactions, fund transfers)
2.8 seconds
Average response time
significantly reducing wait times compared to traditional banking support.
87%
Error resolution efficiency
of reported issues were resolved in a single chatbot interaction.
Other Screens
Combining all the elements together, the result is a clean, moderately bright application.
Do you want to order a new card?
Yes, please
No, thanks
Successfully blocked!
Visa XX0303
Your account will be on hold for the next 24 hrs.
Yes, please
Where do you want the card to be delivered?
Pick at nearest branch
Home
Ask Something...
Hi Jane!
How can I assist you?
Block my card
Ask Something...
FinBot
You have one pending EMI.
Your are paying $300 due amount for
Ask Something...
Pay it now
EMI
Home loan (82XXXX928)
Due Date
15th Dec 2020
Due Amount
$300
Would you prefer to
EMI
Home loan (82XXXX928)
Please select the payment option to pay your EMI
Pay it now
Remind later
Wallet
Savings
Checking
FinBot
Your are paying $300 due amount for
Ask Something...
Wallet
EMI
Home loan (82XXXX928)
Please select the payment option to pay your EMI
Wallet
Savings
Checking
Code has been sent to your registered mobile number
+234 7085 689
This code will expire in 03:25
Resend Code
Cancel
Please enter the code below before it expires!
FinBot
Ask Something...
8979
Please enter the code below before it expires!
Your are paying $300 due amount for
Wallet
EMI
Home loan (82XXXX928)
Please select the payment option to pay your EMI
Wallet
Savings
Checking
FinBot
Ask Something...
8979
Please enter the code below before it expires!
Transaction performed successfully
Your are paying $300 due amount for
Wallet
EMI
Home loan (82XXXX928)
Please select the payment option to pay your EMI
Wallet
Savings
Checking
FinBot
Your are paying $300 due amount for
8979
Wallet
EMI
Home loan (82XXXX928)
Please select the payment option to pay your EMI
Wallet
Savings
Checking
Code has been sent to your registered mobile number
+234 7085 689
This code will expire in 03:25
Resend Code
Cancel
Please enter the code below before it expires!
0
WXYZ
9
TUV
8
PQRS
7
MNO
6
JKL
5
GHI
4
DEF
3
ABC
2
1
FinBot
Hi Jane!
How can I assist you?
You have one pending EMI.
Ask Something...
Do I have any pending EMI?
EMI
Home loan (82XXXX928)
Due Date
15th Dec 2020
Due Amount
$300
Pay it
now
Remind later
FinBot
Hi Jane!
How can I assist you?
You have one pending EMI.
Ask Something...
Do I have any pending EMI?
EMI
Home loan (82XXXX928)
Due Date
15th Dec 2020
Due Amount
$300
Pay it
now
Remind later
FinBot
Hi Jane!
How can I assist you?
Block my card
Which card do you want me to block?
XX3030
XX2798
Ask Something...
FinBot
Which card do you want me to block?
XX3030
XX2798
Visa XX3030
You have selected
Visa XX0303
May I know the reason why you want to block this card?
Lost Card
Fraudulent Transaction
Damaged Card
Other reason
Ask Something...
FinBot
You have selected
Visa XX0303
May I know the reason why you want to block this card?
Lost Card
Fraudulent Transaction
Damaged Card
Other reason
Lost Card
Blocking Card
Visa XX0303
Confirm
Cancel
Ask Something...
FinBot
Blocking Card
Visa XX0303
Confirm
Cancel
Confirm
Do you want to order a new card?
Yes, please
No, thanks
Successfully blocked!
Visa XX0303
Your account will be on hold for the next 24 hrs.
Ask Something...
FinBot
Do you want to order a new card?
Yes, please
No, thanks
Yes, please
Home
Order has been placed.
Your new card will be delivered in 7 working days.
Where do you want the card to be delivered?
Pick at nearest branch
Home
FinBot
Home
Order has been placed.
Your new card will be delivered in 7 working days.
Thanks!
Happy to assist you!
Where do you want the card to be delivered?
Pick at nearest branch
Home
Ask Something...
FinBot
FinBot