Charles Schwab - Schwab Assistant
Schwab Assistant is a customer service platform that enables our clients the ability to access information and features through natural language; facilitating a conversational self-service discovery experience.
Role on project: Sr UX Manager | Principal Designer | Design Thinking Lead
Visual Language - Channel Standards
Schwab Assistant was created with the foundations of Schwab’s corporate design system while also maintaining a distinct brand identity. Standards were also established to define Schwab Assistant’s relationship with other features within the Schwab domain.
New components and standards have been proposed, deliberate, and developed as new use cases arise.
Live Chat Integration
Schwab provides clients access to live customer service representatives via online chat. A third-party technology (Genesis) facilitates the connection between clients and Schwab representatives. The live chat experience was previously self-contained in the third-party widget. Live Chat has since been integrated into the Schwab Assistant experience. At any point in the Schwab Assistant conversation, clients can request a handoff into the Live Chat experience.
The design objectives to facilitate Live Chat:
- • Clear visual transitions between Live Chat and Schwab Assistant
- • Waiting environment for next available rep
- • Time stamp and identities of parties in Live Chat
- • Post chat survey and supporting logics
AI Workbench
AI Workbench is a suite of machine learning tools used to audit, administrator and retrain conversational utterance and intent pairings. Working with the product, conversational design and data science teams; workflows were designed to review past natural language interactions on the Schwab Assistance. Using the AI Workbench, we can measure the success of our intent library with the confidence scores of client interactions, rates of containment and resolved inquiries.
Search Integration
Schwab thrieves toward a client discovery experience that blends traditional search and virtual assistance. The goal is to create a conversational search experience; much like a concierge within the Schwab domain. The ultimate vision is to create a natural language interaction for any information or feature the client is looking for. Along the way, we see the need for incremental steps to respect the elements of “traditional” search that might be familiar to our clients; such as stock symbols, search results page, past queries, etc.
Design Thinking - Flow of Ideas
Fortunately, Schwab is an organization that is extremely supportive and nurturing of the design thinking process. Our design thinking workshops involve stakeholders from the product, engineering, research, data scientist and UX teams. It’s never a small investment to pull teams away from their tasks at hand; sometimes for multiple days. But our team members of the Schwab Assistant and Search have always been eager to participate. Workshops often involve customer interaction transcripts, analyst of digital experiences outside of the Schwab domain and opportunities for non-designers to create user experiences.
Above all, most participants really appreciate the opportunity to voice their input and hear from teammates of cross disciplines.
Future Visions
Where do we go from here? We have been challenged to dream big.
It is so easy to be tunnel-visioned with current sprints and quarterly deliverables. Our product leadership challenged us to drive a vision, tell a story of what Schwab Assistant and Search could look like... a year from now... 3 years from now.
Look into the future. Over reach... then decide what steps we can make today.
Charles Schwab - Client Portfolio Experience
Over 90% of all authenticated client sessions on Schwab.com is for the purpose of reviewing portfolios. The client experience has been developed to present quick, intuitive views of account values as well as more granular layers of data that clients can manage and navigate.
Role on project: Principal Designer | Platform UX Lead | Product Strategist
Portfolio Health
Aside from the default summary view that shows current value, Portfolio Health is an augmented view of a client’s portfolio performance over a specified time. Clients can see the past performances as well as projected future earnings of current investments. Custom views can be created by combining accounts and setting financial goals.
Risk Models
A client’s portfolio can be measured against a spectrum of Risk vs Return industry models. A target risk model can be set to monitor a client’s goals against current portfolio conditions.
Positions
Within each account or portfolio, the Positions view displays the performance of every individual asset. Clients can customize the Positions view with over 80 available data points (columns) and output for record keeping or usage with 3rd party tools.
Intel Corporation- New Blue Connect
New Blue Connect is Intel's new corporate events portal. It is the platform where company wide events are published. Executives can create events, specify invitees within the corporate structure and facilitate resources for the events. There's an HR Adminstration role to govern corporate event practices. Past events with digital assets would be stored in an archive.
Role on project: UX Product Designer | Interaction/Visual Designer | Client Engagement
Just Walk In is a location based employment platform for the apply-in-person job market. This entirely new platform consists of a web portal and mobile applicants with full redundancy for both employers and job seekers. Interaction design documents and visual assets were created across all devices for development.
Role on project: Founder| Principal Product Designer | Dev Management | QA
Google - Google One Tap, Google Sign In
Google Identity is the easiest and safest way to open accounts and authenticate onto web services. The Google Identity design team provides implementation guidence to 3rd party developers and their user experience designers. Audits of current implementations are conducted in order to resolve common challenges and drive design changes.
Role on project: Interaction Designer | UX Analyst | 3rd Party Consultant
CCD is an initiative to create an experience that allows consumers to configure a credit product bundle based on their needs and credit worthiness. The end to end experience crosses multiple Wells Fargo infrastructures; targeted marketing, public marketing, product configuration, application processing/decisioning. Design activities included white boarding exercises with business lead to generate requirements, real time wireframes for screen ideas, end-to-end process flow, visual design mock-ups and final interaction specs for business consensus and development handoff. Team consists of visual designer, content strategist and UX producer.
Artifacts available upon request.
Role on project: UX Team Lead | Interaction Designer
Fantex - Athletic Brand Investment Platform
Fantex is company that buys out the future earnings of professional athletes and issues securities of such earnings to investors. The platform consists of a branded public site that explains the platform and terms of the assets and a digital trading platform. The challenges of this tenure involved rebranding the company as an investment platform while presenting the brand within regulatory compliance.
Role on project: Principal Product Designer | UX Team Management | Dev Management | QA
Wells Fargo public site is going through a complete overhaul to update the corporate online identity. By integrating a new CMS, the site is optimized to render with consistence across devices. Each line of business collaborated with the design team to update it's content to meet current business needs. Components were designed to be reusable with variations between devices. Standards and guidelines were established to ensure uniformity.
Role on project: UX Lead | Interaction Designer | Information Architect | Vendor Management
Cisco Commerce Workspace is the online platform used by resales partners and internal sales associates.
The CCW consist of components to Quote, Configure, Order and Install.
Role on project: UX Lead | Team Management | Vendor Management | Interaction Designer
This mobile feature allows users to capture bill pay information from QR codes on paper bills. The scanning capability is from a 3rd party software that’s integrated with WF’s native app. This enables the user to pay the specific bill, as well as capture payee information for furture payments. The challenge was to blend this new feature seamlessly into the current Bill Pay features while presenting additional data and messages that are required.
Role on project: UX Lead | Interaction Designer | Vendor Management
Bistro Exchange is a classified marketplace for the hospitality industry; the largest employment sector in the United State. Designed to work across devices, it supports content for jobs, equipments for sale, businesses for sale and services. Working from the ground up, this project included corporate identity, visual design, interaction design and developer management.
Role on project: Product Designer | Interaction Designer | Visual Designer | Vendor Mangement
Wells Fargo Lab is a platform with the Well Fargo public site that showcases the latest products and technologies. It was designed to be be modular; taking into account of quarterly changes in content and hierarchy of products featured.
Role on project: Interaction Designer | Visual Designer
Icons set the tone and creates a familiar language within a product. They are extensions of a brand. They are most effective when exercised with consistency, restraint and true to the meaning of it’s metaphor.
