CIBC Digital Presentments
AI-powered suggestions to clients, throughout the entire CIBC app.
Powered by cutting-edge AI, Digital Presentments is the evolution of CIBC Insights, transforming user data into actionable behavioral insights and personalized financial recommendations.
After in-depth exploration, iterative design, and rigorous testing, we secured $20M in funding to bring it to life.
We began with 5 workshops with stakeholders, which provided early direction and alignment.
Through collaborative workshops with stakeholders and teammates, we identified key user needs that shaped Digital Presentments:
📦 Avoid keeping it contained
Users wanted presentments woven into their existing workflows, not in an enclosed section of the app.
⏳ Timing needs to be carefully planned
Too many notifications felt overwhelming, presentments needed to be timely but unobtrusive.
🏎️ Quick tasks > deep dives
Most users logged in for balance checks or transactions, rarely for deep learning or longer processes.
🔍 Use transparency to build trust
Each suggestion needed clear explanations and reasoning to feel reliable, and intentional.
These insights allowed us to refine presentments into a seamless, intuitive experience that fits naturally into users' banking routines.
We made high level flows, journey maps, and lo-fi wireframes around 3 target audiences.
To ensure each digital presentment resonated with a diverse user base, we designed user flows, journey maps, and lo-fi wireframes around three key demographics:
👨🏾🎓Newcomer Student
Focused on building financial literacy, managing small expenses, and setting up their first credit products.
🙋🏻♀️Young Adult (24-44)
Prioritized saving for a house, budgeting, and debt management, needing nudges that fit into their fast-paced lifestyle.
👴🏽 Retiree
Looked for financial security, investment insights, and spending awareness without disruptive notifications.
Each group had unique goals, requiring tailored experiences that made presentments feel relevant and personal. Our iterative wireframing process combined with testing helped refine the best approach before moving into high-fidelity design.
Testing provided direction, and clarity on areas that needed improvement.
Concept testing, content testing, A/B testing, and usability testing with real CIBC clients was crucial, revealing areas that needed improvement for a more seamless experience. Key insights include:
🌈 Variety is appreciated
Users valued presentments taking a variety of forms to fit each unique circumstance.
💎 Value > Repetition
Users appreciated useful suggestions, but found repeated nudges frustrating and unnecessary.
📮 Messaging should be optimized
90% of users preferred having a balanced amount of content, where it wasn't too long but also too short.
💤 Control needs to be given
97% of clients wanted the ability to snooze, dismiss, or otherwise tailor the way that presentments appear.
These insights guided key refinements, ensuring presentments felt intuitive, helpful, and unobtrusive in real-world use.
Accessibility testing was conducted twice, ensuring inclusivity and compliance.
We conducted two rounds of accessibility testing with representatives from our accessibility team. The first round identified initial areas for improvement, while the second was a final pass before we finished.
These sessions ensured that Digital Presentments truly aligned with CIBC’s commitment to accessibility.
Each presentment type was carefully crafted with reason, purpose, and intent.
Presentments are varied in format to better fit each unique circumstance, and prevent users from getting numb to/ignoring or missing important information if they were the same.
🧩 Embedded
Integrated directly into the UI with headline and context, these align with the user’s current task without too much distraction.
🧊 Condensed
A deeper reminder shown only after an embedded suggestion. Minimal and non-repetitive.
💬 Standalone
Independent of context, these can appear anywhere. Best for quick prompts or tips.
📄 Bottom Sheet / Modal
Used when more immediate attention or context is needed. Offers space for deeper info or value-based messaging.
Each format served a specific purpose, making the experience feel intentional, not intrusive.
Motion design was constructed with intention—and loved by users.
My responsibility in this project was to create motion design that wasn't just fun and exciting, but also serves a purpose. In the end we landed on 2 major types:
🏀 Bounce
Mainly used for updates and alerts, the bounce repeats every so often catching attention in a subtle way.
🌀 Spin
Inspired by product commercials, the spin is meant to grab attention in a fun, flashy sort of way for sales opportunities.
There are more animations for illustrations, such as confetti popping. The idea was that the more subtle ones repeat in a way that isn't overwhelming, while the bigger ones play once in a meaningful way.
Final hi-fi wireframes were made, with a detailed handoff package.
In the final stages, we made the last iterations based on feedback, ensuring everything was polished and aligned with the project goals.
A comprehensive handoff package was created, detailing all assets, specifications, and documentation to ensure a smooth transition for development.
Outcomes
Notable Contributions
- Co-led 5 stakeholder workshops, defining project direction.
- Designed key user flows and wireframes for 3 distinct demographics.
- Conducted extensive user testing (concept, content, A/B, usability) with CIBC clients.
- Ensured inclusivity via two rounds of accessibility testing.
- Created final hi-fi wireframes and a detailed handoff package with assets, specifications, and documentation.
Key Learnings
- Gained expertise in AI-powered, personalized financial recommendations.
- Learned about optimizing for timing, distraction, and impact.
- Reinforced the value of iterative design and rigorous testing.
Final Notes
- Digital Presentments unlocked over $100M in funding, and has been launching in phases since 2025.
This project has grown to encompass almost every department at CIBC.
.svg)