AI banker assistant for global wealth

Enabling consensus in wealth management at scale

Partial selections from Service Design Strategy

Observe

Case context

Rules across borders seeks to ingest thousands of unformatted Cross Border Rules. Documents are cataloged across several libraries and digital formats influding documents, spreadsheets, and presentations. The AI intervention aims to allow chat bot queries to optimize a Banker ’s ability to determine what Rules apply to specific situations prior to conducting business. 200+ Rules are published by countries and updated every two years in Control System software that is independently administered by three global regional entities. The AI Assitant will consolidate rules and alert to errors and updates to provide a single source of truth for Bankers.

 

Stakeholders

Cross-border wealth advisors, high net worth clients, AI pilot team, business intelligence team, legal, risk, compliance teams.

Role

Service design user research and strategy.

Collaborators

AI engineering, data science, UX design team, service design researchers.


			

			

				
				
				
				
			

				
				
			

				
				
				
				
				
				
				

				

				
				
				
				
				

				
				
				
				
				
Reflect

			

			

				
				
				
				
			

				

				
				
				
				
				

				
				
				
				
				
Design Principles


    

  • Banker autonomy and decision-making
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  • Simple overlay to existing systems (no new apps)
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  • Regulated and reported error management
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  • Real-time collaboration in the field
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Solving for the Rules is about trust and communication between people.

			

				
				
				
				
				
Software


Figma, Figjam, Gemini LLM, Excel.

			

			

				
				
				
				
				

				
				
				
				
				
Personas


    

  • Ira, the banker who’s customer’s financial security is at stake.
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  • Desi, the risk officer who maintains the bank’s compliance and reporting.
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  • Vic, the legal officer concerned with the bank’s obligations and reputation.
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Methods


    

  • Journey mapping
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  • Jobs to be done
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  • User shadowing
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  • Service design blueprinting
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  • Future casting
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Act

			

			

				
				
				
				
			

				

				
				
				
				
				

				
				
				
				
				


Solving for timeliness, consistency, and transparency


An AI Solution that empowers people to talk about the right things with the right information at their fingertips. The application lives as a pop-up interface above the surface of the Control System.