Designed an instructional video to improve adoption and usability of Erica—Bank of America’s AI assistant—by educating internal users with structured content and interactive visuals aligned with conversational UX best practices.
Project TypeUX for AI, User Education & Onboarding, Interaction Design, Instructional Media, Conversational UX Support
My RoleUX Designer (Content Structuring, Interaction Design, User Education)
This project is confidential. Visuals and internal data cannot be publicly shared. Please contact me for more information.
Erica, Bank of America’s AI-powered assistant, surpassed 2 billion interactions, but internal associates were underutilizing its capabilities due to lack of clear, engaging training materials. I was tasked with designing an instructional video to drive adoption, educate associates, and align with Erica’s conversational UX patterns.
This project combined elements of interaction design, content structuring, and video production to create a scalable training solution that humanized the AI experience for employees.
The Challenge
✘ Associates had low confidence navigating Erica’s capabilities. ✘ Existing training materials were static, outdated, and text-heavy. ✘ Lack of visual storytelling and contextual guidance around conversational UX.
The Goal
✔ Improve adoption and usage of Erica among internal users. ✔ Create an instructional experience that mirrors Erica’s intuitive AI interface. ✔ Deliver a reusable, scalable training asset for onboarding and education.
My UX Process & Approach
Content Structuring & Scripting
Audited Erica’s features and prioritized user tasks based on internal usage analytics.
Storyboarded a concise flow to introduce key features in a narrative-driven structure.
Applied conversational UX principles to ensure video pacing matched user thinking.
Designed supporting visuals in Figma that mirrored Erica’s real interface for visual familiarity.
Interaction Design & Engagement Tactics
Integrated motion cues, screen zooms, and pause/play breakpoints to guide user attention.
Ensured ADA-friendly video contrast and type sizes for clarity and inclusivity.
Designed visual metaphors to simplify abstract AI interactions (e.g., smart search, intent detection).
User Testing & Stakeholder Review
Conducted usability testing with internal associates to validate clarity and engagement.
Refined voiceover pacing and screen transitions based on feedback.
Partnered with L&D and product owners to align on business goals and brand tone.
Final Outcome & Impact
✔ Improved Erica adoption rate among internal users based on follow-up training surveys. ✔ Reduced support queries related to Erica navigation and features. ✔ Delivered a repeatable video training template for other AI-driven features and tools. ✔ Helped bridge the gap between AI design intent and real-world usage.
Key Takeaways & Learnings
✔ UX for AI products doesn’t stop at the interface—education is part of the experience. ✔ Instructional design and interaction design must work hand in hand for engagement. ✔ Designing for adoption is about clarity, empathy, and thoughtful pacing.
Led the first accessibility initiative for the Phoenix Design System, reviving outdated components and aligning them with ADA compliance standards. Delivered a scalable accessibility documentation model for product teams and engineers.
Project TypeDesign System Accessibility, ADA & WCAG Compliance, UX Strategy, Documentation, Inclusive Enterprise Design
My RoleUX Strategist (Accessibility Research, Documentation, Stakeholder Collaboration)
Tools UsedFigma, InVision, Sketch, Phoenix Design System
This project is confidential. Visuals and internal data cannot be publicly shared. Please contact me for more information.
Following stakeholder feedback from multiple product teams, I initiated a cross-functional effort to address growing concerns around accessibility. The Phoenix Framework, our internal design system, had fallen out of compliance with ADA/WCAG standards due to prolonged lack of updates.
As the first UX lead to take ownership of accessibility documentation, I spearheaded a strategic accessibility upgrade of Phoenix Design System components to improve usability, meet legal standards, and future-proof the design system.
The Challenge
✘ Phoenix Framework components were outdated and lacked ADA/WCAG 2.1 compliance. ✘ No existing documentation or governance around accessibility best practices. ✘ Designers and developers had an inconsistent understanding of accessibility expectations.
The Goal
✔ Audit all Phoenix Framework components for accessibility gaps. ✔ Deliver ADA-compliant documentation with examples and usage guidelines. ✔ Equip teams with knowledge and tools to build inclusive, compliant products.
My UX Process & Approach
Research & Accessibility Auditing
Audited Phoenix Design System components using WCAG 2.1 AA standards.
Identified major issues with color contrast, keyboard navigation, screen reader labels, and focus indicators.
Benchmarked against modern enterprise accessibility practices.
Component Modernization & Feedback Integration
Prioritized fixes based on real-world user feedback from internal product teams.
Updated component specs and interaction states directly in Figma.
Initiated the first accessibility design patterns review for Phoenix Framework.
Documentation & Cross-Functional Alignment
Created an Accessibility Compliance Guide embedded within the Phoenix Figma library.
Annotated each component with accessibility usage notes, ARIA guidelines, and development-ready specs.
Held stakeholder sessions with devs, QA, and product managers to walk through risks and solutions.
Established an accessibility governance workflow for future component updates.
Final Outcome & Impact
✔ Modernized and documented 100+ Phoenix components to align with WCAG 2.1 AA standards. ✔ Reduced compliance gaps across teams, accelerating design and dev handoff with clarity. ✔ Enhanced usability for all users while meeting legal and ethical accessibility requirements. ✔ Sparked cross-functional support for ongoing accessibility governance.
Key Takeaways & Learnings
✔ Reviving a design system requires both technical auditing and cultural advocacy. ✔ Accessibility is a shared responsibility that starts with clear documentation and ownership. ✔ Aligning design and engineering teams through systemic change leads to lasting product impact.
