Ai Search
An AI-powered self-service solution for instant topic access on ubs.com/help
My role:
UX Designer
Team:
ubs.com/ch
Timeline
04-09/25
Project overview
Business goal
UBS needed a faster, more intuitive way for users to reach self-service content on ubs.com - reducing friction and getting people to the right answers without extra clicks or dead ends.
Project problem
The solution had to leverage AI responsibly. That meant designing an experience that felt trustworthy, transparent, and genuinely useful, not just technically capable.
Approach
1
Scoping & Research
The first phase covered scoping the problem space, benchmarking competitor and industry solutions, and running a workshop with an external consultancy. Early wireframes helped align the team on direction.
2
Ideation, Design
Two distinct high-fidelity concepts were designed and put in front of real users. User testing at this stage gave us concrete signal on what was working and what wasn't, before committing to a direction.
Impact
Door for further Development
The project's success helped clear the way and secure internal funding for similar AI solutions within the UBS mobile app and e-banking.
