Conversation Design

Lead Product Designer | 2021 – Present | Conversation Design

Partnering with numerous business lines at U.S. Bank, I led the design and enhancement of Push, Email, and SMS notifications with the goal of enhancing customer relationships through meaningful and timely communication. By aligning cross-functional teams and leveraging insights, we successfully delivered notifications that added real value to customers, improving their overall experience and interaction with the bank.

Key business achievements

Optimizing Push Enrollment Through A/B Testing and Seamless Onboarding

By leveraging A/B testing for soft ask variations in first-time user push notification enrollment and introducing the Alert Widget across multiple business lines for seamless opt-in, we boosted push notification enrollment to 71.3%, exceeding the initial 55% target. This success underscores the effectiveness of a more intuitive and user-friendly notification experience.

Driving Engagement Through Impactful Notifications

As a core contributor to the alerts and notifications team, I played a key role in designing and delivering high-impact notifications, including Payment Due Push, Deposit Status Push, and Money Brief. These strategically crafted notifications led to a 13.7% increase in customer engagement—surpassing our initial goal of 10%. By providing timely, relevant, and actionable updates, we successfully encouraged users to engage more with digital channels, reinforcing trust and improving their overall banking experience.

Enhancing Customer Awareness with Proactive Notifications

To improve customer experience and reduce reliance on call center support, we designed the Payment Due Push and Deposit Status Push notifications, along with email and SMS alerts. These proactive notifications keep users informed about critical account activities, such as upcoming payments and deposit confirmations, reducing uncertainty and the need to contact support for routine inquiries. By delivering timely and relevant updates, this initiative not only enhanced user confidence in managing their finances but also streamlined communication, ultimately improving overall engagement and satisfaction.

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