Challenge & Approach

As Lead Product Designer at IG Group, I orchestrated the implementation of an AI-powered chatbot designed to handle low-risk customer service issues across the trading platform. I developed a sophisticated gatekeeping structure and rubric to categorize different types of inquiries, ensuring sensitive matters were properly escalated to human agents while routine requests received immediate assistance. My role extended beyond design to include vendor evaluation and procurement of the AI software, where I balanced technical capabilities against user experience requirements.

Impact & Outcome

I led cross-disciplinary implementation with engineering teams, creating a comprehensive pattern library that housed consistent interaction models for conversational interfaces. This design system ensured coherent user experiences while providing flexibility for the AI to handle diverse customer needs. The resulting chatbot reduced support tickets by 25% while improving user satisfaction scores, demonstrating how strategic design thinking can transform customer service operations while maintaining the trust essential in financial services.