Erica AI Instructional Video
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 Type UX for AI, User Education & Onboarding, Interaction Design, Instructional Media, Conversational UX Support
- My Role UX Designer (Content Structuring, Interaction Design, User Education)
- Tools Used Figma, Adobe Premiere Pro
- Duration 1 Month
- Company Bank of America
Confidentiality Note:
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✘ Existing training materials were static, outdated, and text-heavy.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.