Executive Summary

While leading financial experience initiatives, I explored how AI could help consumers make better financial decisions without overwhelming them.

The goal was to create an AI financial coach that translated complex financial information into understandable, actionable guidance.

The Problem

Consumers experience:

• Financial anxiety

• Information overload

• Lack of personalized advice

• Decision paralysis

Traditional banking apps show:

• Balances

• Transactions

• Charts

Rarely answer, "What should I do next?"

Research

Participants(remote):

• 24 banking customers

• Ages 24–62

• Income ranges $40k–$300k

Findings:

People don't want:

• Investment advice

• Complex analytics

People do want:

• Reassurance

• Prioritization

• Coaching

• Clear next actions

AI Opportunity

Create a financial copilot capable of:

• Spending analysis

• Goal planning

• Risk identification

• Personalized recommendations

• Behavioral coaching

Experience Design

Daily Financial Briefing:

"Good morning, Gem. You spent 14% less than average this week. 

Are you expecting another purchase or do you want to save the difference?"

Recommended next action:

Move $500 into savings.

Ask Your Money:

Users could ask:

"Can we afford a $950,000 house?"

AI responds with:

• Customized cash flow analysis

• Debt ratio calculations that feel human

• Risk assessment that doesn't judge

• Alternative scenarios, maybe rent and see what happens with the election

Scenario Planning:

Users adjust:

• Mortgage amount based on salary change

• Salary updates

• Expenses, spendinf more on daycare than food

• Investments, can I afford to invest?

The AI visualizes outcomes.

Outcomes

KEY METRICS:

Weekly engagement: +45%

Savings participation: +28%

Financial confidence: +45%