DISCOVER PROJECT
DISCOVER PROJECT
DISCOVER PROJECT
UX Case Study
DanoGPT
Empowering Frontline Banking Employees with GenAI
Empowering Frontline Banking Employees with GenAI
June 2024
DanoGPT (name is representational) is an internal AI tool built for frontline staff at a major Danish bank. Its mission? Help staff resolve queries faster, reduce dependency on multiple tools, and enable smoother customer experiences — all through a conversational GenAI interface tailored to banking operations.
DanoGPT (name is representational) is an internal AI tool built for frontline staff at a major Danish bank. Its mission? Help staff resolve queries faster, reduce dependency on multiple tools, and enable smoother customer experiences — all through a conversational GenAI interface tailored to banking operations.
Key Responsibilities
Led user interviews and UX research activities.
Created flow models, personas, and competitive analysis.
Designed end-to-end UI for key GenAI features.
Collaborated with managers, stakeholders, developers, and GenAI experts.
Project Scope
Platforms
Desktop
Platforms
Desktop
Platforms
Desktop
Duration
4.5 Months
Duration
4.5 Months
Duration
4.5 Months
Tools Used
Figma, Figjam, Excel And PPT
Tools Used
Figma, Figjam, Excel And PPT
Tools Used
Figma, Figjam, Excel And PPT
See the Story in Action
See the Story in Action
A quick video on how GenAI is empowering 16,000+ bank employees.
A quick video on how GenAI is empowering 16,000+ bank employees.
See the Story in Action
A quick video on how GenAI is empowering 16,000+ bank employees.
Why GenAI in Banking (for Employees)
Boosts Productivity
GenAI can improve banking operations by up to 46% by 2030, especially in service, underwriting, and internal workflows (EY Report).
Boosts Productivity
GenAI can improve banking operations by up to 46% by 2030, especially in service, underwriting, and internal workflows (EY Report).
Boosts Productivity
GenAI can improve banking operations by up to 46% by 2030, especially in service, underwriting, and internal workflows (EY Report).
Adopted by Industry Leaders Bank of America
90%+ staff use Erica for Employees to draft memos, handle calls, and cut IT tickets in half. JPMorgan: Rolled out GenAI to 200,000 employees to automate emails, FAQs, and compliance checks (CNBC)
Adopted by Industry Leaders Bank of America
90%+ staff use Erica for Employees to draft memos, handle calls, and cut IT tickets in half. JPMorgan: Rolled out GenAI to 200,000 employees to automate emails, FAQs, and compliance checks (CNBC)
Adopted by Industry Leaders Bank of America
90%+ staff use Erica for Employees to draft memos, handle calls, and cut IT tickets in half. JPMorgan: Rolled out GenAI to 200,000 employees to automate emails, FAQs, and compliance checks (CNBC)
Enhances Efficiency
AI assistants resolve 40% of IT tickets, reducing resolution time by 67%. Frontline staff use GenAI for quick notes, policy checks, and faster customer service (WWT, Arya).
Enhances Efficiency
AI assistants resolve 40% of IT tickets, reducing resolution time by 67%. Frontline staff use GenAI for quick notes, policy checks, and faster customer service (WWT, Arya).
Enhances Efficiency
AI assistants resolve 40% of IT tickets, reducing resolution time by 67%. Frontline staff use GenAI for quick notes, policy checks, and faster customer service (WWT, Arya).
Identifying the Gaps - The Challenge
Dano Bank’s frontline employees faced delays and stress due to scattered systems, unclear policies, and high customer expectations. They needed a unified GenAI tool to access answers faster, reduce tool-hopping, and improve real-time service delivery.
Understanding the users
Through interviews, shadowing, and user observations, we identified three core personas: the Relationship Manager (RM), the Teller Advisor, and the Banking Customer — each with unique goals, tasks, and challenges across the service journey.
Flow Model
The flow model clarified frontline employees’ Job to be done tasks and highlighted key pain points like tool inefficiency, system switching, and support delays.
See the Flow Model
See the Flow Model
See the Flow Model
User Persona
User personas revealed key roles, goals, & pain points, guiding a user-focused experience.
A feature matrix comparing GenAI tools across banks to uncover usability gaps and areas for innovation.
User Journey map
The journey map outlined key touchpoints and struggles frontline employees face, helping us improve support at every step.
See the User journey map
A feature matrix comparing GenAI tools across banks to uncover usability gaps and areas for innovation.
See the User journey map
A feature matrix comparing GenAI tools across banks to uncover usability gaps and areas for innovation.
See the User journey map
A feature matrix comparing GenAI tools across banks to uncover usability gaps and areas for innovation.
Key Pain Points of Users
Fragmented Tools
Too many disconnected systems cause delays.
Fragmented Tools
Too many disconnected systems cause delays.
Fragmented Tools
Too many disconnected systems cause delays.
Lack of Context
GenAI replies feel generic; policies are hard to find.
Lack of Context
GenAI replies feel generic; policies are hard to find.
Lack of Context
GenAI replies feel generic; policies are hard to find.
High Pressure
Frequent escalations and low autonomy add stress.
High Pressure
Frequent escalations and low autonomy add stress.
High Pressure
Frequent escalations and low autonomy add stress.
Manual Workload
Repetitive tasks and poor automation hurt efficiency.
Manual Workload
Repetitive tasks and poor automation hurt efficiency.
Manual Workload
Repetitive tasks and poor automation hurt efficiency.
Competitive Benchmarking
We studied GenAI tools used by leading banks to identify gaps in speed, usability, and frontline relevance — insights that shaped DanoGPT’s core features.
See the Circle Chart
A circle-based landscape model to visualize different tiers of competitors — from traditional banking bots to advanced internal GenAI assistants.
See the Circle Chart
A circle-based landscape model to visualize different tiers of competitors — from traditional banking bots to advanced internal GenAI assistants.
See the Circle Chart
A circle-based landscape model to visualize different tiers of competitors — from traditional banking bots to advanced internal GenAI assistants.
See the Competitive analysis table
A feature matrix comparing GenAI tools across banks to uncover usability gaps and areas for innovation.
See the Competitive analysis table
A feature matrix comparing GenAI tools across banks to uncover usability gaps and areas for innovation.
See the Competitive analysis table
A feature matrix comparing GenAI tools across banks to uncover usability gaps and areas for innovation.
Key Features Benchmarked
Key Features Benchmarked
Smart Interaction Tools
Voice input, prompt library, and multiturn conversation support for seamless communication.
Smart Interaction Tools
Voice input, prompt library, and multiturn conversation support for seamless communication.
Smart Interaction Tools
Voice input, prompt library, and multiturn conversation support for seamless communication.
Contextual Intelligence
Accurate policy recall, internal SOP access, and memory of past interactions.
Contextual Intelligence
Accurate policy recall, internal SOP access, and memory of past interactions.
Contextual Intelligence
Accurate policy recall, internal SOP access, and memory of past interactions.
Workflow Integration
AI tools panel tailored to banking tasks, escalation handling, and workflow handoff.
Workflow Integration
AI tools panel tailored to banking tasks, escalation handling, and workflow handoff.
Workflow Integration
AI tools panel tailored to banking tasks, escalation handling, and workflow handoff.
Personalization & Speed
Role-based customization with fast, reliable, and relevant GenAI responses.
Personalization & Speed
Role-based customization with fast, reliable, and relevant GenAI responses.
Personalization & Speed
Role-based customization with fast, reliable, and relevant GenAI responses.
Key UX Decisions – DanoGPT
Key UX Decisions – DanoGPT
Prompt Library by Role
Quick access to ready-made queries for RMs, Tellers, and other roles.
Prompt Library by Role
Quick access to ready-made queries for RMs, Tellers, and other roles.
Prompt Library by Role
Quick access to ready-made queries for RMs, Tellers, and other roles.
Integrated AI Tool Panel
Perform tasks like KYC, card blocking, and meeting summaries all within the chat window.
Integrated AI Tool Panel
Perform tasks like KYC, card blocking, and meeting summaries all within the chat window.
Integrated AI Tool Panel
Perform tasks like KYC, card blocking, and meeting summaries all within the chat window.
Context-Aware Chat
GenAI remembers past questions to keep conversations fluid and relevant.
Context-Aware Chat
GenAI remembers past questions to keep conversations fluid and relevant.
Context-Aware Chat
GenAI remembers past questions to keep conversations fluid and relevant.
SOP & Policy Search
Get instant access to the latest internal policies, SOPs, and compliance guides.
SOP & Policy Search
Get instant access to the latest internal policies, SOPs, and compliance guides.
SOP & Policy Search
Get instant access to the latest internal policies, SOPs, and compliance guides.
Smart Dashboard
Switch roles, track saved chats, and resume threads without losing context.
Smart Dashboard
Switch roles, track saved chats, and resume threads without losing context.
Smart Dashboard
Switch roles, track saved chats, and resume threads without losing context.
Multi-Tasking Support
Toggle between threads or tools without losing conversation flow.
Multi-Tasking Support
Toggle between threads or tools without losing conversation flow.
Multi-Tasking Support
Toggle between threads or tools without losing conversation flow.
Personalized Prompts
Create custom prompts for reuse and enjoy a clean
Personalized Prompts
Create custom prompts for reuse and enjoy a clean
Personalized Prompts
Create custom prompts for reuse and enjoy a clean
Friendly UI
Conversational, human-like responses with clean interface.
Friendly UI
Conversational, human-like responses with clean interface.
Friendly UI
Conversational, human-like responses with clean interface.
Understanding How GenAI & LLMs Integrate into Banking Infrastructure
Gained hands-on exposure to how large language models are securely deployed within banking ecosystems — from sandbox setups to real-time architecture flows.
Before Redesign
The original GenAI portal offered basic access, but lacked clarity, role-specific flow, and a sense of guidance for everyday users
Explore the Interface
Every screen crafted to deliver a seamless user experience.
Smarter Dashboard
The new homepage brings everything together — assistants, tools, task-based filters, and even internal updates
• Role-based AI tools for faster access
• Task tabs to stay focused on what maAers
• Clean search to find anything instantly
• New Stories sec,on keeps staff informed with the latest updates, Dps, and internal GenAI wins
The impact: Teams spend less Dme searching and more Dme doing.
Smarter Dashboard
The new homepage brings everything together — assistants, tools, task-based filters, and even internal updates
• Role-based AI tools for faster access
• Task tabs to stay focused on what maAers
• Clean search to find anything instantly
• New Stories sec,on keeps staff informed with the latest updates, Dps, and internal GenAI wins
The impact: Teams spend less Dme searching and more Dme doing.
Smarter Dashboard
The new homepage brings everything together — assistants, tools, task-based filters, and even internal updates
• Role-based AI tools for faster access
• Task tabs to stay focused on what maAers
• Clean search to find anything instantly
• New Stories sec,on keeps staff informed with the latest updates, Dps, and internal GenAI wins
The impact: Teams spend less Dme searching and more Dme doing.
Redesigned Chat Interface
DanoGPT isn’t just a chatbot — it’s a conversaDonal ally.
• Personalized welcome message greets users by name
• GPT-4o with tone control — Precise, Neutral, or CreaDve
• SuggesDon prompt cards for common banking tasks
• Natural language support that feels human
The impact: ConversaDons that feel effortless — and genuinely helpful.
Redesigned Chat Interface
DanoGPT isn’t just a chatbot — it’s a conversaDonal ally.
• Personalized welcome message greets users by name
• GPT-4o with tone control — Precise, Neutral, or CreaDve
• SuggesDon prompt cards for common banking tasks
• Natural language support that feels human
The impact: ConversaDons that feel effortless — and genuinely helpful.
Redesigned Chat Interface
DanoGPT isn’t just a chatbot — it’s a conversaDonal ally.
• Personalized welcome message greets users by name
• GPT-4o with tone control — Precise, Neutral, or CreaDve
• SuggesDon prompt cards for common banking tasks
• Natural language support that feels human
The impact: ConversaDons that feel effortless — and genuinely helpful.
Role-Based Prompts & Banking Tools
No more switching systems — everything happens in one place.
• Pre-built prompts for RMs, Tellers, Advisors
• Users can save custom prompts for reuse
• KYC, fraud report, calculators — all inside chat
• Explore Tools secDon to discover AI-driven uDliDes tailored for banking workflows
The impact: Less friction. More confidence. Faster actions.
Role-Based Prompts & Banking Tools
No more switching systems — everything happens in one place.
• Pre-built prompts for RMs, Tellers, Advisors
• Users can save custom prompts for reuse
• KYC, fraud report, calculators — all inside chat
• Explore Tools secDon to discover AI-driven uDliDes tailored for banking workflows
The impact: Less friction. More confidence. Faster actions.
Role-Based Prompts & Banking Tools
No more switching systems — everything happens in one place.
• Pre-built prompts for RMs, Tellers, Advisors
• Users can save custom prompts for reuse
• KYC, fraud report, calculators — all inside chat
• Explore Tools secDon to discover AI-driven uDliDes tailored for banking workflows
The impact: Less friction. More confidence. Faster actions.
Profile & Topbar Controls
A streamlined control bar designed for producDvity.
• Switch between GPT versions (e.g., 3.5, 4, 4o) based on performance needs
• Quick access to profile settings, notifications, and workspace minimizer
• Distraction-free layout that keeps focus where it matters
The impact: Frontline employees can tailor the assistant’s power — choosing faster responses or deeper reasoning as needed, without losing flow.
Profile & Topbar Controls
A streamlined control bar designed for producDvity.
• Switch between GPT versions (e.g., 3.5, 4, 4o) based on performance needs
• Quick access to profile settings, notifications, and workspace minimizer
• Distraction-free layout that keeps focus where it matters
The impact: Frontline employees can tailor the assistant’s power — choosing faster responses or deeper reasoning as needed, without losing flow.
Profile & Topbar Controls
A streamlined control bar designed for producDvity.
• Switch between GPT versions (e.g., 3.5, 4, 4o) based on performance needs
• Quick access to profile settings, notifications, and workspace minimizer
• Distraction-free layout that keeps focus where it matters
The impact: Frontline employees can tailor the assistant’s power — choosing faster responses or deeper reasoning as needed, without losing flow.
Mic Input & Style Switching
Smart support that adapts to the way you work.
Voice input for hands-free speed
Style toggle for tone-matching every conversation
The benefit: Support that flexes with real-world needs.
Mic Input & Style Switching
Smart support that adapts to the way you work.
Voice input for hands-free speed
Style toggle for tone-matching every conversation
The benefit: Support that flexes with real-world needs.
Mic Input & Style Switching
Smart support that adapts to the way you work.
Voice input for hands-free speed
Style toggle for tone-matching every conversation
The benefit: Support that flexes with real-world needs.
Business Impact
1
Boosted Employee Productivity
Achieved a 15–20% increase in efficiency, especially among developers and administrative staff.
2
Widespread Internal Adoption
Over 70% of employees (~16,000 users/month) actively use DanskeGPT, reflecting strong engagement and relevance.
3
Secure, Compliant AI Deployment
Fully private GPT-4 environment with strict data protection and AI safety training, ensuring regulatory alignment.
4
Strategic AI Modernization
Supports Danske’s "Forward ’28" strategy by modernizing workflows, reducing manual effort, and embedding AI across operations.
1
Boosted Employee Productivity
Achieved a 15–20% increase in efficiency, especially among developers and administrative staff.
2
Widespread Internal Adoption
Over 70% of employees (~16,000 users/month) actively use DanskeGPT, reflecting strong engagement and relevance.
3
Secure, Compliant AI Deployment
Fully private GPT-4 environment with strict data protection and AI safety training, ensuring regulatory alignment.
4
Strategic AI Modernization
Supports Danske’s "Forward ’28" strategy by modernizing workflows, reducing manual effort, and embedding AI across operations.
1
Boosted Employee Productivity
Achieved a 15–20% increase in efficiency, especially among developers and administrative staff.
2
Widespread Internal Adoption
Over 70% of employees (~16,000 users/month) actively use DanskeGPT, reflecting strong engagement and relevance.
3
Secure, Compliant AI Deployment
Fully private GPT-4 environment with strict data protection and AI safety training, ensuring regulatory alignment.
4
Strategic AI Modernization
Supports Danske’s "Forward ’28" strategy by modernizing workflows, reducing manual effort, and embedding AI across operations.
What This Project Taught Me
Working on an internal GenAI tool for one of Denmark’s leading banks wasn’t just another UX challenge — it meant navigating high-stakes systems, strict regulations, and real frontline pressures. From zero to rollout, every step taught me something new — about AI, people, and building trust through design.
Secure AI Foundations
Understood how LLMs like GPT-4 integrate into secure banking systems
Secure AI Foundations
Understood how LLMs like GPT-4 integrate into secure banking systems
Secure AI Foundations
Understood how LLMs like GPT-4 integrate into secure banking systems
Designing for Dialogue
Learned to design for chat-based, prompt-driven workflows
Designing for Dialogue
Learned to design for chat-based, prompt-driven workflows
Designing for Dialogue
Learned to design for chat-based, prompt-driven workflows
Responsible Automation
Balanced AI automation with user trust Balanced AI automation with user trust and complianceand compliance
Responsible Automation
Balanced AI automation with user trust Balanced AI automation with user trust and complianceand compliance
Responsible Automation
Balanced AI automation with user trust Balanced AI automation with user trust and complianceand compliance
Cross-Team Collaboration
Collaborated with cross-functional teams (GenAI, tech, business)
Cross-Team Collaboration
Collaborated with cross-functional teams (GenAI, tech, business)
Cross-Team Collaboration
Collaborated with cross-functional teams (GenAI, tech, business)
