Conversational Application

Client: Citibank

My Role(s): UX Writer, Copywriter, Content Strategist, UX Researcher

Description: I designed language for a text-based conversational interface now used by Citibank’s retail services partners. Users experience this conversation as a chatbot guiding them through registering for a credit card.

Screenshots of both the style guide and conversation trees that form the foundation of Citi’s white label chatbot are included below. You’ll also see mobile screens of the customer-facing experience (including emoji elements!) for an American Airlines credit card application. 

Style Guide

Conversation Trees


Error Messages

Error Copy 1

Error Copy 2

Error Copy 3

Field Help Messages

Field Help Copy

Disclaimer Messages

Disclaimer Copy

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