Scaling Enterprise AI Across 6,500 Banking Associates

When 6,500 associates were handed an enterprise AI tool, the risk wasn't system uptime—it was workflow abandonment. Instead of treating AI as a top-down IT mandate, I led the service and interaction design strategy to integrate Google’s generative AI - Gemini, directly into day-to-day banking workflows, transforming initial skepticism into self-sustaining daily habit.

Role
Interaction Designer & Researcher
Timeline
Jan – Mar 2025 (10 weeks)

2.5
Hours Saved Per Week
85%
Sustained Utilization
$16.6M
Est. Annual Productivity Value

“My team and I used Gemini to create communications for two different groups. This task typically takes weeks to complete, but with Gemini’s help, we finished it in 90 minutes.”

Gemini Pilot Back-Office Associate

Process

Sandboxed Discovery & Value Proof: The 30-Day Pilot

Before rolling anything out bank-wide, we needed to prove AI could drive real business value without blowing up our risk posture. I co-designed a 30-day stress-test pilot with 150 associates across 18 divisions, setting up clear guardrails and approved use cases, so people had room to experiment safely. I owned the survey design and feedback loops, turning subjective hype into hard data: 78% accuracy and 2.5 hours saved a week. That proof gave us the business case to fund the full rollout.

Cross-Functional Governance & Service Blueprinting

Bank compliance and risk reviews frequently stalled software releases for months. To solve this, I mapped cross-functional handoffs across Risk, InfoSec, Legal, and Product into a unified service blueprint. By embedding automated compliance checks, clear decision gates, and human-in-the-loop requirements directly into release swimlanes, we ensured every capability was continuously vetted and feature rollouts became predictable.

Enterprise Rollout & Experience

Successfully launched the full rollout for Gemini in Google Workspace alongside controlled access for the Gemini App. Partnering closely with Product, OCM, Corporate Communications, and L&D, I shaped the associate-facing launch strategy and co-designed a prompt-literacy curriculum that achieved a 95% training completion rate. Beyond curriculum design, I facilitated interactive, hands-on training sessions that modeled safe Human-in-the-Loop workflows—elevating our support team from triaging repetitive tickets to driving strategic, high-value enablement roadshows.

Scaled Enablement & Combating "License Squatting"

As we expanded the architecture to support agentic capabilities and Google Workspace Studio, I monitored divisional usage metrics to identify "license squatting." By tying targeted coaching directly to active usage data, we ensured seats translated into sustained, high-impact habit rather than expensive shelfware.

Check out my other work:

Scaling Enterprise AI Across 6,500 Banking Associates

When 6,500 associates were handed an enterprise AI tool, the risk wasn't system uptime—it was workflow abandonment. Instead of treating AI as a top-down IT mandate, I led the service and interaction design strategy to integrate Google’s generative AI - Gemini, directly into day-to-day banking workflows, transforming initial skepticism into self-sustaining daily habit.

Role
Interaction Designer & Researcher
Timeline
Jan – Mar 2025 (10 weeks)

2.5
Hours Saved Per Week
85%
Sustained Utilization
$16.6M
Est. Annual Productivity Value

Process

Sandboxed Discovery & Value Proof: The 30-Day Pilot

Before rolling anything out bank-wide, we needed to prove AI could drive real business value without blowing up our risk posture. I co-designed a 30-day stress-test pilot with 150 associates across 18 divisions, setting up clear guardrails and approved use cases, so people had room to experiment safely. I owned the survey design and feedback loops, turning subjective hype into hard data: 78% accuracy and 2.5 hours saved a week. That proof gave us the business case to fund the full rollout.

Cross-Functional Governance & Service Blueprinting

Bank compliance and risk reviews frequently stalled software releases for months. To solve this, I mapped cross-functional handoffs across Risk, InfoSec, Legal, and Product into a unified service blueprint. By embedding automated compliance checks, clear decision gates, and human-in-the-loop requirements directly into release swimlanes, we ensured every capability was continuously vetted and feature rollouts became predictable.

Enterprise Rollout & Experience

Successfully launched the full rollout for Gemini in Google Workspace alongside controlled access for the Gemini App. Partnering closely with Product, OCM, Corporate Communications, and L&D, I shaped the associate-facing launch strategy and co-designed a prompt-literacy curriculum that achieved a 95% training completion rate. Beyond curriculum design, I facilitated interactive, hands-on training sessions that modeled safe Human-in-the-Loop workflows—elevating our support team from triaging repetitive tickets to driving strategic, high-value enablement roadshows.

Scaled Enablement & Combating "License Squatting"

As we expanded the architecture to support agentic capabilities and Google Workspace Studio, I monitored divisional usage metrics to identify "license squatting." By tying targeted coaching directly to active usage data, we ensured seats translated into sustained, high-impact habit rather than expensive shelfware.

“My team and I used Gemini to create communications for two different groups. This task typically takes weeks to complete, but with Gemini’s help, we finished it in 90 minutes.”

Gemini Pilot Back-Office Associate

Check out my other work:

Scaling Enterprise AI Across 6,500 Banking Associates

When 6,500 associates were handed an enterprise AI tool, the risk was workflow abandonment. Instead of treating AI as a top-down IT mandate, I led the service and interaction design strategy to integrate Google’s generative AI - Gemini, directly into day-to-day banking workflows, transforming initial skepticism into self-sustaining daily habit.

Role
Experience Strategy Lead
Timeline
October 2024 – Present

2.5
Hours Saved Per Week
85%
Sustained Utilization
$16.6M
Est. Annual Productivity Value

Process

Sandboxed Discovery & Value Proof: The 30-Day Pilot

Before rolling anything out bank-wide, we needed to prove AI could drive real business value without blowing up our risk posture. I co-designed a 30-day stress-test pilot with 150 associates across 18 divisions, setting up clear guardrails and approved use cases, so people had room to experiment safely. I owned the survey design and feedback loops, turning subjective hype into hard data: 78% accuracy and 2.5 hours saved a week. That proof gave us the business case to fund the full rollout.

Cross-Functional Governance & Service Blueprinting

Bank compliance and risk reviews frequently stalled software releases for months. To solve this, I mapped cross-functional handoffs across Risk, InfoSec, Legal, and Product into a unified service blueprint. By embedding automated compliance checks, clear decision gates, and human-in-the-loop requirements directly into release swimlanes, we ensured every capability was continuously vetted and feature rollouts became predictable.

Enterprise Rollout & Experience

Successfully launched the full rollout for Gemini in Google Workspace alongside controlled access for the Gemini App. Partnering closely with Product, OCM, Corporate Communications, and L&D, I shaped the associate-facing launch strategy and co-designed a prompt-literacy curriculum that achieved a 95% training completion rate. Beyond curriculum design, I facilitated interactive, hands-on training sessions that modeled safe Human-in-the-Loop workflows—elevating our support team from triaging repetitive tickets to driving strategic, high-value enablement roadshows.

Scaled Enablement & Combating "License Squatting"

As we expanded the architecture to support agentic capabilities and Google Workspace Studio, I monitored divisional usage metrics to identify "license squatting." By tying targeted coaching directly to active usage data, we ensured seats translated into sustained, high-impact habit rather than expensive shelfware.

“My team and I used Gemini to create communications for two different groups. This task typically takes weeks to complete, but with Gemini’s help, we finished it in 90 minutes.”

Gemini Pilot Back-Office Associate

Role

Timeline

2.5

85%

$16.6M

“My team and I used Gemini to create communications for two different groups. This task typically takes weeks to complete, but with Gemini’s help, we finished it in 90 minutes.”

Role

Timeline

2.5

85%

$16.6M

“My team and I used Gemini to create communications for two different groups. This task typically takes weeks to complete, but with Gemini’s help, we finished it in 90 minutes.”

Role

Timeline

2.5

85%

$16.6M

“My team and I used Gemini to create communications for two different groups. This task typically takes weeks to complete, but with Gemini’s help, we finished it in 90 minutes.”