A seamless chatbot experience.
Integrating in-house and Unblu live chat into the Xpress banking app — concierge, generative-AI triage and human hand-off — to enhance how 29,000 credit-union members across west-central Canada get help.
Help, right inside the banking app.
As a UX designer on Xpress, my objective was to enhance user engagement and communication within the app by integrating both an in-house chat feature and the Unblu chat platform.
This case study follows the work from research and design through to implementation in the credit union — blending a concierge experience, generative-AI triage, and a smooth hand-off to human team members.
Understanding how members want to talk.
I mapped the communication dynamics within Xpress — aligning user goals, business goals and the expected impact before a single screen was designed.
Why Unblu.
I compared Unblu against Freshdesk, Genesys Cloud CX and TeamViewer across ease of use, set-up, support quality, generative AI, live chat and notifications. Unblu's real-time collaboration and generative-AI strengths made it the right fit for Xpress.
Designing the visitor experience.
I built UI guidelines for the Unblu visitor — branded action bars, a four-colour product palette with auto-generated extended ramps, online and offline states, the concierge chatbot, and topic routing for everything from mortgages to daily banking.
Real conversations, tested with real members.
Usability testing with 10 Synergy members — performing common tasks using the Unblu chat feature, with observations on completion time, ease of use and any issues, plus post-test surveys and interviews.
The integration significantly enhanced communication and collaboration within Synergy — a positive experience for members and team members alike.— Outcome of the Unblu chat integration