Industry

Banking

Client

Booking Corp.

Duration

8 months

Role

Design Engineer

Fintech Dello Banking App - New Way to Empower Life

An AI agent to support Personal Support Workers (PSWs) with centralized resource, smart recommendation, and effortless client management, empowering them with confidence and efficiency.

Revolutionizing Banking: Enhancing User Experience with the Dello Fintech Banking

In an era where seamless digital experiences define user expectations, the Dello Fintech Banking App emerges as a beacon of innovation in the financial technology landscape. This case study delves into the user experience (UX) design journey undertaken to transform conventional banking interactions into intuitive, efficient, and user-centric experiences. As traditional banking institutions grapple with the evolving demands of a digital-savvy clientele, Dello steps forward with a visionary approach to redefine how users engage with their financial resources. The intersection of cutting-edge technology, user-centered design principles.

Mixed-method

Research Approaches

4

User Interviews

with PSWs
at InvisibleCare

with PSWs
at InvisibleCare

3

Shadowing Sessions

with PSWs and OTs
at InvisibleCare

with PSWs and OTs
at InvisibleCare

Weekly

Stakeholder communication

with OTs and leadership
at InvisibleCare

with OTs and leadership
at InvisibleCare

Insights

Poor Resource Organization

Internal tools are rarely used due to a lack of clear organization and difficult navigation.

Ineffective Search

Limited search capabilities make it hard for PSWs to quickly find the information they need.

Over-Reliance on OTs

PSWs' habitual reliance on OTs for confirmation, which increases response times and reduces message frequency.

Design Direction

Instead of relying on one-on-one guidance, we aim to empower PSWs with an AI-powered resource tool, which is centralized, searchable, and easy to update.

Design Iteration

Testing & Refinement

Instead of relying on one-on-one guidance, we aim to empower PSWs with an AI-powered resource tool, which is centralized, searchable, and easy to update.

Prototype

CarePrompt - Empower PSWs with informed decisions

Client Snapshot

Generate a Client Snapshot that captures key context and persist across shifts—reducing handoff effort and cognitive load for PSWs

AI Image Selection

Uses client messages and snapshot context to suggest relevant images from a centralized library for faster, more contextual support.

Precision Image Search

Allows PSWs to manually search and filter the image library as a fallback, enabling more precise and targeted results when needed.

Prototype

CarePrompt - Empower PSWs with informed decisions

Client Snapshot

Generate a Client Snapshot that captures key context and persist across shifts—reducing handoff effort and cognitive load for PSWs

AI Image Selection

Uses client messages and snapshot context to suggest relevant images from a centralized library for faster, more contextual support.

Precision Image Search

Allows PSWs to manually search and filter the image library as a fallback, enabling more precise and targeted results when needed.

Prototype

CarePrompt - Empower PSWs with informed decisions

Client Snapshot

Generate a Client Snapshot that captures key context and persist across shifts—reducing handoff effort and cognitive load for PSWs

AI Image Selection

Uses client messages and snapshot context to suggest relevant images from a centralized library for faster, more contextual support.

Precision Image Search

Allows PSWs to manually search and filter the image library as a fallback, enabling more precise and targeted results when needed.

Engineered Solution

A Python/Flask Proof of Concept was implemented to simulate live product performance, specifically focusing on the UX implications of processing time and output quality. This functional prototype provides a realistic foundation for user testing and informs the broader stakeholder decision-making process.

View Demo