Customize Connect
My Role
Product Designer
My Role
Product Designer
My Role
Product Designer
Launch Date
Dec 2023
Launch Date
Dec 2023
Launch Date
Dec 2023
Tools Used
Figma
Tools Used
Figma
Tools Used
Figma
Platform
Web
Platform
Web
Platform
Web
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
What did we trying to solve
Clients wanted to customize their Open Banking Connect experience, but doing so required engineering support, long turnaround times, and back-and-forth with internal teams. This created friction, slowed client onboarding, and limited clients’ ability to iterate or test changes on their own. We needed a way to give clients control over customization while keeping the experience simple, fast, and fully embedded within Client Hub.
In Client Hub, B2B users struggled to find information, understand issues, and often escalated problems they could have solved themselves.
I set out to create an AI-powered experience that helps them quickly find answers, access real-time insights, and navigate the platform with confidence.
%
Users
Clients needed more control over branding and user experience.
%
Users
Clients needed more control over branding and user experience.
%
Users
Clients needed more control over branding and user experience.
Low Efficiencies
Integration delays of 2-4 weeks, leading to higher costs and inefficiencies.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Before - Curator
After - Customize Connect
Before - Curator
After - Customize Connect
Before - Curator
After - Customize Connect
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Design Goal
How might we create a self-serve customization tool that reduces reliance on third-party solutions, minimizes internal workload, and remains competitive by offering a customizable and cost-effective experience?
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Research & Discovery
User Persona
User Journey Map
User Persona
Survey
User Persona
User Journey Map
Persona
User Persona
User Journey Map
User Persona
Survey
User Persona
User Journey Map
User Persona
Survey
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Findings
Client Struggled with the first step of customization— Control and Awareness. They faced challenges aligning the Connect experience with their branding and user journey due to Limited Control and Lack of Clarity.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Wireframing
Finding the Best Interface-
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
To simplify the customization process, I created wireframes that provide a clear, step-by-step interface for clients to tailor the Connect experience.
To simplify the customization process, I created wireframes that provide a clear, step-by-step interface for clients to tailor the Connect experience.
To simplify the customization process, I created wireframes that provide a clear, step-by-step interface for clients to tailor the Connect experience.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
The Key Design Decisions
Easy Customization Controls
Clients can adjust branding elements like logos, colors, and button styles without coding.
Easy Customization Controls
Clients can adjust branding elements like logos, colors, and button styles without coding.
Easy Customization Controls
Clients can adjust branding elements like logos, colors, and button styles without coding.
Live Preview
Changes are instantly reflected, ensuring a smooth and intuitive user experience.
Live Preview
Changes are instantly reflected, ensuring a smooth and intuitive user experience.
Live Preview
Changes are instantly reflected, ensuring a smooth and intuitive user experience.
Guided Interactions
Tooltips help users navigate the customization process effortlessly.
Guided Interactions
Tooltips help users navigate the customization process effortlessly.
Guided Interactions
Tooltips help users navigate the customization process effortlessly.
Publishing Workflow
Clients can review, test, and publish updates seamlessly.
Publishing Workflow
Clients can review, test, and publish updates seamlessly.
Publishing Workflow
Clients can review, test, and publish updates seamlessly.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
User Testing
Phase 1
Research & Discovery
We analyzed competitors like Plaid’s Curator, Canva, and Squarespace to understand best practices. This helped define the user journey before usability testing.
Phase 1
Research & Discovery
We analyzed competitors like Plaid’s Curator, Canva, and Squarespace to understand best practices. This helped define the user journey before usability testing.
Phase 1
Research & Discovery
We analyzed competitors like Plaid’s Curator, Canva, and Squarespace to understand best practices. This helped define the user journey before usability testing.
Phase 2
Usability Testing
We tested V1 of Customize Connect with 12 participants from Client Success and Sales Engineering. Sessions were held via Zoom, with product managers and designers observing.
Phase 2
Usability Testing
We tested V1 of Customize Connect with 12 participants from Client Success and Sales Engineering. Sessions were held via Zoom, with product managers and designers observing.
Phase 2
Usability Testing
We tested V1 of Customize Connect with 12 participants from Client Success and Sales Engineering. Sessions were held via Zoom, with product managers and designers observing.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Key Findings
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Finding 1
Users struggled to find the entry point in Client Hub.
Finding 1
Users struggled to find the entry point in Client Hub.
Finding 1
Users struggled to find the entry point in Client Hub.
Finding 2
Terminology confusion—“Connect” wasn’t intuitive.
Finding 2
Terminology confusion—“Connect” wasn’t intuitive.
Finding 2
Terminology confusion—“Connect” wasn’t intuitive.
Finding 3
Get real-time insights, performance dashboard
Finding 3
Get real-time insights, performance dashboard
Finding 3
Get real-time insights, performance dashboard
Finding 4
No publishing flow —Users lacked clarity on finalizing changes.
Finding 4
No publishing flow —Users lacked clarity on finalizing changes.
Finding 4
No publishing flow —Users lacked clarity on finalizing changes.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Design Improvements
Iteration based on User feedback
Improved entry point visibility in Client Hub
Improved entry point visibility in Client Hub
Improved entry point visibility in Client Hub
Renamed unclear labels for better understanding
Renamed unclear labels for better understanding
Renamed unclear labels for better understanding
Added guidance pop-ups and clear publishing flow
Added guidance pop-ups and clear publishing flow
Added guidance pop-ups and clear publishing flow
Highlighted editable screens for easier navigation
Highlighted editable screens for easier navigation
Highlighted editable screens for easier navigation
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Final Design
Customized FI Search
Clients can reorder financial institutions based on their products and preferences. This ensures the most relevant options appear first, streamlining user journeys and improving discoverability.
Experience Settings
By customizing the exit button, uploading logos, and applying brand colors, clients create a consistent branded experience. This reduces friction for end users and strengthens brand trust.
Share Experience
Clients can instantly share demo or presentation links, making it easier to align internal stakeholders and showcase configurations without additional setup.
List View
A centralized list view displays all active configurations, giving clients full visibility and control in one place. This transparency reduces errors and simplifies ongoing management.
AI Search bar
An intelligent yet familiar entry point where users can search or ask questions naturally
Search Results
AI surfaces relevant docs, known issues, and troubleshooting steps within context — helping users minimize fraud risk and optimize performance.
Conversation with AI Chatbot
For complex queries, users can enter a deeper guided mode to troubleshoot with the AI assistant, supported by real-time system insights.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
Impact
Unique Patterns
showing strong adoption and early traction.
Unique Patterns
showing strong adoption and early traction.
%
Reducing
User Engagement - Clients can independently configure and customize experiences, reducing reliance on support teams.
%
Reducing
User Engagement - Clients can independently configure and customize experiences, reducing reliance on support teams.
%
Increase
User engaement - Personalized FI search and branded experience improve relevance, satisfaction, and trust.
%
Increase
User engaement - Personalized FI search and branded experience improve relevance, satisfaction, and trust.
© 2022–2024
Projects by Colleen Park
🌴
On Vacation
🤒
Out Sick
🗓️
In a Meeting
👟
Be Right Back
🚌
Commuting
🌴
On Vacation
🤒
Out Sick
🗓️
In a Meeting
👟
Be Right Back
🚌
Commuting
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
© 2022–2024
Projects by Colleen Park
🌴
On Vacation
🤒
Out Sick
🗓️
In a Meeting
👟
Be Right Back
🚌
Commuting
© 2022–2024
Projects by Colleen Park
🌴
On Vacation
🤒
Out Sick
🗓️
In a Meeting
👟
Be Right Back
🚌
Commuting
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.
How our AI agent solves problems
Upload your knowledge base topics
Import FAQs, support docs, chat logs, or help center content. Our AI instantly learns everything.
Customize your AI agent’s behavior
Define tone, control how the agent responds, and set smart rules for handoff. Make it sound like you.
Get positive feedbacks & very high converting results.
Connect your AI agent to your website, chat apps, mobile, and more. Go live everywhere your customer.