Identify critical risks and user pain points to fix before soft launch

Explore core value proposition of the digital assistant to inform product roadmap

Increase operational efficiencies with early user adoption of self-service capabilities

Pilot test with real customers

-User surveys

-Unmoderated usability tests

-Mobile ethnography

-Discussion boards

-Pilot test preparation kit

2 major risks identified for adoption:
> Usability risk – limited functionality
> Value risk – need for accuracy and differentiation

Product differentiation opportunity for adoption: Trusted financial expert

Improved functionality over pilot
>Customer effort score
>Volume of NLU interactions

Expected impact in operational efficiencies via decreased customer service calls/requests (TBD, long-term measure)

Led scoping, pricing, & execution of agency work

Oversaw & managed the work of 1 junior team member

8 weeks