Conversation design is the next big UX challenge for Capital One VentureBeat AI

Steph Hay, head of conversation design at Capital One, knows that her job -- creating conversational interfaces for customers to access account information and complete financial tasks -- is counterintuitive. Most people don't like talking about money with other humans, let alone with a voice-enabled, anthropomorphized computer. Last year, however, Capital One launched an Alexa skill designed to allow customers to do just that: talk to Amazon's Alexa in order to track spending, check account balances, and pay bills. I sat down with Hay to discuss the design process behind the Alexa skill and how her team thinks about how people think about money. More so than most apps, conversational financial products -- banking products that users interact with through text or voice -- must fight to earn customer trust.