Launching one of the UK’s first AI banking assistants
Starling Assistant is an agentic AI assistant available in the Starling app and online banking platform. Customers can use natural language prompts to ask the assistant to help them find information in their account, learn more about their spending, or manage their money across their Starling accounts. I worked closely with product managers, designers, engineers, researchers and data scientists to design and launch the assistant.
Top skills
AI conversational design
Designed end-to-end chat flows and established, tested and evolved the assistant’s tone of voice framework to make sure its responses are always clear, reassuring, and helpful.
Assistant naming and testing
Directed user research, comparative surveys and prototype testing to validate the assistant’s tone of voice, and select the name ‘Starling Assistant’ – making sure it struck a balance between utility, trust, and clarity.
Compliance and data privacy messaging
Worked with regulatory stakeholders to make sure the onboarding journey, transaction approval experience, and surrounding compliance and data privacy messaging was always transparent and easy-to-understand.
Service design to build trust and safety
Collaborated with product designers and engineers to make sure every aspect of the assistant experience felt effortless and intuitive while always making sure users had explicit control over its actions and decisions.
