Since we partnered with ABC, I needed to understand what, as a designer, I was capable of working with and where I could provide Ux recommendations. There were limitations based on the existing patterns, and components that Apple provided.
The first step was understanding ABC's existing behavior's and working components.
Action bubbles and chat window are an out-of-the box experience. However, I had flexibility to create the design and interaction within the extension (aka 'drawer') of the experience. Part of the opportunity here was to also display our Wells Fargo branding and mobile app components.
Existing Userflow
The extenstion
As I studied the mobile experience, I also needed to understand how bankers are corresponding with customers using this app in real-time. There was an existing dashboard managed by a platform called Nuance.
In this dashboard, bankers could manage multiple conversations and would know when a customer begins a chat, signs in and is viewing their accounts.
Agent Dashboard
Banker chat
Sketches | End-to-End Flow
It was time to create a new design by sketching and protoyping different versions of copy placement and transactions within the drawer. Thinking strategically where to place the copy that would satisfy our customers.
Prototype | Challenge 1 | Challenge 2
Part of our Bank’s legal and business requirements was to add additional copy defining transactional subcategories within an already busy list of transactions in a small window. Using our existing app design would not work well. We needed a different solution.
We needed a baseline document for our team and bankers to understand the flow and process of the chat within the dashboard and how it would work in parallel with the mobile app.
The approach was to create taskflows between customer and banker. As a test user, I was able to access the banker dashboard and a test build of the iMessage app, then interact in real-time to see the occurrence between both screens. Took screen grabs, recorded the interactions and documented each step.
UAT Defects | Test Summary | Prototypes
Our DxD team worked in agile and was detecting and logging defects on the app for every test build created by our developers. One of hte many defects included the inconsistency of when and how an intent bubble expired. Sometimes an intent bubble would NOT expire at the time specified.
I created a detailed report documenting various scenarios of when and how each intent bubble expired. I also captured screen grabs and recorded all interactions for each scenario. Included a detailed spreadsheet of each scenario and added the flow as a visual explanation. This helped to finalize all the consistent behaviors within the experience.
