The Dawn of Agentic AI: Reshaping the Future
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Brief Summary
Application: Regional Manager - Onboarding Application - Proof of Concept
My Role: Experience Strategist
Tools Used: Figma, Figjam
Working Model: Offshore
Description
I led the UX and AI experience design for a banking dashboard integrating Agentic AI to assist Relationship Managers. The POC helped RMs auto-fill forms, retrieve customer data, and generate recommendations instantly when prospects visited the branch—reducing manual work, errors, and onboarding time while enhancing service speed and accuracy.
My Responsibilities
Defined user journeys for RM - assisted onboarding and form workflows.
Designed AI-driven auto-fill, data retrieval, and smart task suggestions.
Created dashboard wireframes, interaction models, and prototypes.
Led usability testing with RMs to validate AI behavior and accuracy.
Collaborated with bank IT and AI teams to align technical feasibility.
Delivering Proof of Concepts with Design thinking
Account opening journey is an experience unlocking value for banker and customer
Envisioned the future state experience for the bankers using The Bank portal to service customers. We have centered our solution around our design thinking ethos and aligned it with The bank vision and brand.
As we imagined future state, we started with understanding The Bank current portal experience for the banker and unpacking expectations in the market.
Hyper-personalized service
A holistic dashboard for bankers to manage product updates and action items, featuring a consolidated view of customer onboarding progress and quick links to frequently used actions.
AI-powered Assistance
Conversational AI chat offers customizable interactions based on context and timely data retrieval, helping bankers and customers reduce onboarding time.
Data-driven Decision Making
AI-driven predictive suggestions can enhance bankers’ servicing capabilities, reducing churn, and boosting engagement through gamification techniques.
Persona
Key Moment of fiction (As is)
Future State Journey (To be)
Empowering Daisy's day with predictive insights and elevated experience
This dashboard empowers relationship managers with AI-driven insights for faster, smarter onboarding. It highlights tasks, approvals, customer updates, and daily priorities in one unified view. The integrated AI bit supports quick decision-making, helping RM's deliver a seamless, elevated banking experience tailored to each customer's needs.
Key Learnings
Reduced form completion time by up to 60% using AI-powered auto-fill.
Increased RM efficiency, allowing focus on customer engagement over data entry.
Improved accuracy and compliance through guided AI prompts and validations.
" Our goal was simple: Let AI handle the form, so RM can handle the relationship."
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