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Maciej Lipiec Blocked Unblock Follow Following Product Designer. User Experience Director @ K2.
What We Learned Designing a Chatbot for Banking
For the past year we were working on a concept of conversational interface for an online banking system that we called K2 Bank. Check out the video below with a prototype of it:
Here I want to talk about some things that we have learned along the way while designing it, and I hope it can inspire you and help you working with chatbots. You can find more about our solution in this article .
The Future of Digital Banking
K2 agency presents a new way of personal banking: K2 Bank powered by Stanusch Technologies. medium.com
Conversational UIs are a great way to simplify the experience The truth about online banking interfaces is that they are usually terribly complex. And banks are often thinking: the more features we have, the better. But from our experience (and we have a lot of experience working on banking systems), 99% of tasks users wants to carry out using the online banking systems are:
check my balance check my recent history of transactions make a simple money transfer We wanted to optimize for these three most frequent scenarios. So you can find your accounts and recent history available from the main screen of K2 Bank, but nothing more. All other features are accessible by asking a bot.
For rarely used commands it can be actually easier to put them into words than to find them navigating complex GUIs (for example: “cancel my credit card” — is it under “cards”, “settings”, “contact”, or somewhere else?)
Discoverability and shortcuts are very important to conversational UIs In theory Natural Language Processing engine should understand everything the user is trying to say in their natural language. And this technology is now pretty advanced.
But new users need to understand the scope of what they can ask a BankBot. (This can be accomplished in part through a thoughtful onboarding process.) On the other hand the power users would want to use shortest commands and shortcuts for the most frequent tasks.
Both discoverability and speed can be improved by:
a) Autocomplete — at most you need to type two or three letters and the system will present you with a list of options matching your query — past recipients’ names or commands.
b) A menu. You can always click on the “burger” icon near the input field to bring a menu with a list of the most important commands and just select one of them. This works similar to typing “/” (slash) in Slack.
You will need some UI device to present larger lists of information Conversational interfaces are great at presenting small chunks of relevant information, but sometimes we need to display larger sets of data, which users want to browse.
Do you remember an ancient game by iD Software called Quake? Of course you do! It was the first FPP shooter with true 3D graphics, and it was groundbreaking. And Quake also had one cool UI device called “Quake Console”. If you pressed the tilde key (“~”) it opened a command line interface sliding down from the top of the screen. Then you could type your commands into the Quake Console, for example: “changelevel