RBC → Hyper-personalized ai search
RBC’s hyper-personalized ai search
Dates
Jan 2024 - June 2024
Role
Design Lead
Team
Lara Samancioglu, Kellie Meilleur
Product Vision
Every RBC client easily achieves self serve transactions and receives hyper-personalized answers when searching for information.
Product Goals for Search
- Empower Clients to self-serve.
- Hyper-personalize Client Experience for Support, increase accuracy for Search when Clients are trying to resolve their inquiries/problems
- To: increase efficiency for our Clients to get to their end-result (either an answer, or an action that gets them to end of job)
- To: increase confidence in RBC and our experiences, increase satisfaction
- As a result: increase self-serve and decrease costs / need for Advice Centre escalation
Research
Client Segmentation
i - User mindset and roles
ii - AI tone
iii - Searching, Conversation & search results
Journey Mapping and Flow Diagram
In order to better understand how an rbc user would interact with the conversational search, I mapped out a user journey and flow using a very simple credit card limit increase scenario.
Journey map
Flow diagram