Erica

Bank of America’s AI financial assitant
A circular logo with three stripes
I joined Bank of America in 2020 and am now a Senior UX Designer on the AI team.

In my current role, I lead cross-functional initiatives and collaborate closely with senior executives to shape the visionary future of Erica, Bank of America's cutting-edge virtual assistant.

On my team, I like to wear many hats
I’m an Experience Designer

A work week in my life

weekly schedule involving creating project timeline, wireframes, user flows, gather feedback, design review, ADA, and lunch

Some Numbers

More than

32,000,000

users1
Reached

1,500,000,000

interactions in 20232
Fast promoted

3

times in 3 years
I'm also a visual designer

I built the team's Design System

Promoting design consistency across 600+ projects.

ANIMATIONS + MICROINTERACTIONS

I incorporate animations to my projects when they add value.

three strips turn into bouncing dots

I defined the future vision

Partnered with top executives to define and drive the UX strategy for the app's North Star vision.

And here's how I've been involved

INTERACTION DESIGN

Led a team of 8 to rebuild Erica, the AI financial assistant, from the ground up for a new mobile platform. Implemented 26 new features, resulting in 30K active users and 130K+ interactions within 3 months of launch.

Partnered with top executives to define and drive the UX strategy for the app's North Star vision, integrating key projects into the team’s roadmap.

Standardized the conversational patterns and reduced repetitive interactions by 28%.

Streamlined the design process with workshops and standardized templates, enabling team scalability and growth.

Allowed customers to chat with live agents via smart routing
and intent identification, with over 100K complete chats each month.

Provided proactive and reactive insights based on user’s spending pattern

Enhanced inquiries relating to fraud, dispute, and money holds

VISUAL DESIGN

Built and managed the team's Design System, promoting design consistency across 600+ projects.

Redesigned Erica's UI to establish a cohesive design language with the mobile app

Created new visual components and contributed to the
enterprise design system

Audited and standardized existing design components

Next project

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