Coutts
Year
'26
Client
Coutts
Service
Research, Service Design, UI Design, AI Prototyping
Speculating AI's role in private banking through research, service design, and a working prototype.
© Coutts
Challenge
How might AI transform private banking without eroding the human trust and bespoke service that defines the industry? Banks face pressure to modernize, but high-net-worth clients expect discretion, personalized advice, and human judgment on critical financial decisions.
Solution
Through primary research with industry experts, service design mapping, and AI prototyping, I explored how AI could support relationship managers rather than replace them. Redesigned Coutts' digital banking interface and trained a conversational AI agent to handle routine inquiries while maintaining the discretion and tone that defines private banking.
Total Environment