FINANCE
Client
MBNA was the world’s largest independent credit card issuer, specializing in affinity cards. During my work with them, they were owned by Bank of America and had about 7 million customers.
Project partner was BT (UK telco).Program/Project
Introduce Natural Language Call Steering and speech-enabled Identification & Verification (ID&V).
My Role
User Interface Designer for ID&V module.
My Responsibilities
Supported Project Manager and Lead UI Designer with preparation/presentation of Kick-off and Requirements workshop materials.
Ran ID&V Design Review workshop, and supported Lead UI Designer during several multi-day Tagging Review workshops.Challenges & Opportunities
No major challenges.
One interesting aspect was discussion with client’s Fraud team about handling of potentially fraudulent callers.
Draft call flow for one aspect of caller authentication,
for review at client workshop
(this was superseded)