
Bank of America Product Designer Case: Omni‑channel Card Dispute Resolution (Mobile, Online, Branch, Erica)
You’ll design an end‑to‑end card dispute experience for Bank of America customers that works consistently across the mobile app, Online Banking, Erica (virtual assistant), contact center, and branch/ATM touchpoints. The case reflects Bank of America’s scale, risk-first culture, and regulated environment, and mirrors real interview expectations. Scope to cover: - Problem framing: define customer segments (mass market, Preferred Rewards, small business, Merrill/Private Bank clients), primary jobs-to-be-done (report fraud, dispute a merchant charge, track status, receive provisional credit), and success metrics. - Constraints and guardrails: accessibility (WCAG 2.2 AA, screen reader, color contrast, motion reduction), privacy/security (PII minimization, step-up auth, audit trails), fraud/risk (false positives/negatives, abuse prevention), regulatory considerations (e.g., debit vs. credit dispute timelines, clear disclosures), and Bank of America design system consistency. - Omni-channel journeys: start from multiple entry points (transaction details, push alert, Erica intent like “dispute this charge,” branch handoff, IVR deflection), with save-and-resume, status tracking, and secure messaging for document requests. - IA and flows: propose information architecture, key task flows, and low‑fidelity wireframes for report, evidence upload, timeline/status, notifications, and escalation paths. Include empty, error, and edge states (recurring charges, partial refunds, card on file, authorized user vs. primary, joint accounts, travel scenarios). - Content design: plain-language microcopy for high-stress moments, required legal language without jargon, and proactive education to reduce disputes (e.g., merchant name clarification, receipts/mapping). - Measurement plan: define a North Star (digital completion rate or time to resolution) and guardrails (NPS/CSAT, call deflection, average time to provisional credit, fraud loss rate, accessibility defect rate). Outline safe experimentation (A/B within risk limits) and rollout strategy. - Collaboration: explain tradeoffs with engineering (telemetry, service orchestration), Fraud/Ops (case queues, SLAs), Legal/Compliance, and Contact Center/Branch partners; show how you’d gain alignment quickly. Reflect Bank of America’s “Responsible Growth” mindset—balancing customer advocacy, risk, and operational scale. What interviewers probe: structured thinking under constraints, customer empathy at scale, clarity in artifacts, accessibility and compliance fluency, ability to partner across risk/legal/engineering, and data-informed decision making. Suggested flow (for facilitator): 10 min brief and Q&A; 30–35 min structured design/whiteboarding; 15 min walkthrough and challenge questions; 5–10 min metrics, tradeoffs, and next steps.
8 minutes
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About This Interview
Interview Type
PRODUCT SENSE
Difficulty Level
4/5
Interview Tips
• Research the company thoroughly
• Practice common questions
• Prepare your STAR method responses
• Dress appropriately for the role