Eno Insights

Background

The Eno insights project was a collaboration between both the Messaging and AI experience design teams to create a message that would recap transaction insights from the previous month across a customer's credit card accounts. As a part of the messaging design team, I contributed my UI/UX expertise in the messaging space for this project.

Challenge

User research showed customers were frustrated by the difficulty of keeping track of expenses that might be out of the norm from their day-to-day spending including subscription fees, free trial ending and accidental double charges to name a few.

Opportunity

Use existing research to create an opportunity to increase Eno's brand awareness as the company's virtual assistant, grow relationships with customers and provide helpful account information so that our customers can manage their money more easily. If customers are provided account insights in an email, then they’d feel more in control of their account and trust Eno is looking out for them and their money.

Strategy

In collaboration with a UI/UX designer from the AI experience design team, we took previous data and research to inform a new email template design with a personalized digest of the previous month's expenses. The highly personalized message used tiles that were designed to stand alone and be reordered within the email and, looking ahead, be customized based on a customer’s preference and scaled for the mobile app's Intelligent Feed.

Using the design thinking process helped us to quickly iterate on solutions to present to our product partners and senior leadership.

Ideation

Single vs Multi-card Customers

While the pilot email focused on single-cardholder experiences, we fully explored a multi-card experience design as well. This exercise allowed us to keep the insights simple and scalable while sticking to clear patterns for sharing merchants, amounts and dates.

Data

I consulted with the Data experience design team to design the Spending Trend tile and make decisions about using data visualization to effectively illustrate the customer's insights.

Content Design

Since each tile was topic-specific, I partnered with content designers to tell a complete story so customers could quickly scan the email and focus on what interests them. As a team, we adopted content decisions and patterns already established as part of the Eno brand which helped promote consistency.

Outcome

The pilot email, which was sent to 500k customers, laid the groundwork for an intelligent feed in the mobile app. The feed increased existing customer adoption and engagement with digital tools within the mobile app to prevent unnecessary customer service calls and build a machine learning model to enable highly personalized customer insight experiences.