At the onset of the COVID-19 pandemic, Liberbank needed a fast, digital solution to reduce in-person visits and help customers book appointments safely and efficiently across its branch network.

Responsabilities

• Conversational design: Created flows for key use cases, starting with appointment booking, focused on clarity and accessibility.
• Voice & tone definition: Led workshops to define the assistant’s personality and communication style in line with Liberbank’s brand.
• Team enablement: Designed and delivered a training program so the internal product team could independently maintain and improve the assistant.
• UX optimization: Monitored assistant performance and iteratively improved the experience based on feedback and usage data.
• Design operations: Managed a multidisciplinary team and created a modular UI kit to ensure design consistency and efficient dev handoff.