Eltropy AI Assistant Adoption

Eltropy's conversations platform helps credit unions and community banks talk to their members — but the AI Assistants and Agents built into it were going largely unused. I led design and UX strategy to change that: rethinking how the feature was surfaced, understood, and trusted by frontline teams, and building the visual system now used across the rest of the product.

I joined Eltropy in November 2024 to lead design on Assistants and Agents adoption, working with 1 junior designer and a cross-functional team of 3 product managers, 1 engineering manager, and 2 additional designers. Over an 18-month engagement, the mandate expanded from a single feature push into a broader design system overhaul — and into growing the design org itself.

The challenge

Credit unions and community banks are cautious adopters. Frontline staff didn't trust the Assistants to represent their institution accurately, and the interface gave them no easy way to review, adjust, or build confidence in what the AI was saying before it reached a member. Adoption had stalled at just 5 customers live on the feature.

The solution

I led research and design strategy focused on reducing that trust gap — surfacing AI-suggested responses in ways staff could quickly verify, and simplifying the handoff between automated and human-led conversation. In parallel, I rebuilt the design system these flows sat on, giving the wider product a consistent visual and interaction language. I also grew the design team from 2 to 5 designers by Q4 2025, building the critique and process habits that let the team keep shipping at that pace.

The impact

Customer adoption of Assistants and Agents grew from 5 to 200.

Average Handle Time and member satisfaction scores both improved as a result of the redesigned flows, and the rebuilt design system is now the shared foundation the rest of the product design team builds on.