Finance AI chat bot for EY

Bridge the emotional gap between AI chatbots and users

Role

UX designer

Industry

finance

Duration

4 months

Stage 1. Design background

How might one bridge the emotional gap between AI-generated advice and human interaction? AI recommendations occasionally fail to grasp the nuanced emotional shifts within a user's specific circumstances, and crucially, users may struggle to place sufficient trust in AI when making critical financial decisions.

如何填补AI助手的建议和人之间的情感空缺呢？AI的建议有时候无法理解用户所处状况下的情感变化，以及在关键的金融问题决策的时候无法对AI产生足够的信任度。

Stage 2. Design research

Following street interviews and multiple one-to-one in-depth discussions, we have finalised plans to design a financial advisory assistant for first-time parents of children aged 0-5 living at home. This tool aims to alleviate the pressure of managing financial planning in daily life and enhance trust in AI-generated recommendations.

经过街头访谈以及多次1v1深度访谈，我们最终确定为家养0-5岁儿童的新手家长，设计一套财务咨询助手，以减少其在生活中做金融财务规划的压力，以及AI建议的信任度提升。

Stage 3. Problem identify

We ultimately need to address three key concerns for parents:

1. Regarding AI-related financial matters—including government policies and information shared by other families on social media—how can we enable parents to more readily question AI or verify the reliability of such information?

2. New parents lack practical experience to gain a more systematic understanding of financial knowledge.

3. Setting goals alone increases parental pressure, while parents lack motivation to engage in financial management and planning.

我们最终需要解决家长的3个问题：

1.对于AI金融问题包含政府政策，其他家庭的社交媒体分享等来源，如何让家长能够更快的对AI进行追问或者验证信息可靠度？

2.新手家长缺少实践来了解更为系统的金融知识

3.单纯设定目标会增加家长的压力，家长缺少动力进行理财行为和规划。