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.
Bank Accounts & Cards
User can add bank accounts and cards, enable/disable reminders, and check transactions.
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.
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.