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Case #FICO-ASSIST-2025 · GenAI Product Design · FICO

FICO Assistant

GenAI-Powered Platform Chatbot
GenAI Design 2025 Sr. Designer
01 The Story

The goal: design a GenAI-powered chatbot that enables every business user to independently navigate and interact with FICO Platform — no technical help required.

Client
FICO
Role
Sr. Designer
Released
Beta 2025

FICO Assistant is a GenAI-powered chatbot integrated into FICO Platform, designed to streamline how users interact with the system and access information.

  • Purpose — Reduce reliance on technical users by enabling business users to independently find answers and complete tasks.
  • User Empowerment — Help all users work more efficiently through conversational interactions and intelligent guidance.
  • Initial Release Scope — Focused on answering "how-to" questions about FICO Platform and providing best-practice recommendations.
  • Long-Term Vision — Evolve into an agentic interface, where FICO Assistant becomes the primary way business users interact with and execute FICO capabilities.
FICO Assistant — product overview

As the dedicated Product Designer for FICO Assistant, I led the end-to-end design efforts supporting the beta launch of a GenAI-powered chatbot within the FICO Platform.

  • Product Design & Delivery — Translated product requirements into wireframes and high-fidelity UI, driving design execution from concept through beta release.
  • Design System Application — Leveraged IRIS Design System components to ensure consistency, scalability, and alignment with the broader platform experience.
  • Persona-Based Experience Design — Designed tailored experiences for two key user groups — customers and admins — each with distinct goals and workflows.
02 The Process

Every design decision was shaped by user needs and technical constraints — from collaborative discovery workshops in FigJam to crafted high-fidelity UI design.

Iteration 00
Discovery & Planning
During this stage, I partnered closely with the Product Manager to review and refine requirements. We met with engineers to understand technical constraints and identify the best implementation approach. I used FigJam to organize discussions, capture notes, and keep requirements aligned and easy to track.
Discovery — requirements review Discovery — FigJam planning
Discovery — engineer alignment Discovery — requirements mapping Discovery — planning notes
Iteration 01
Customer Persona UI — conversational chatbot experience
Led the design of the customer-facing chatbot experience, enabling users to quickly find answers, learn how to use the FICO Platform, and follow best practices without leaving their workflow.
Customer UI — chatbot interface Customer UI — conversation flow
Key Features
Answer user questions in real time · Provide contextual tips and best practices · Simplify navigation and task completion within the platform
→
Future Patterns
Context-aware responses based on screen content · Deeper integration with platform workflows
Customer UI — response patterns Customer UI — interaction states
Customer chatbot UI — full view
Customer UI — platform integration Customer UI — workflow support Customer UI — best practice guidance
Iteration 02
Capability Manager UI — admin interface for internal teams
Led the design of the Capability Manager interface for internal FICO teams, enabling employees to upload documents, manage content, and configure updates to the customer-facing chatbot.
Capability Manager — admin overview Capability Manager — content management Capability Manager — document ingestion
Capability Manager — General settings
Capability Manager — Knowledge Bases Capability Manager — Ingest
Capability Manager — Feedback Review Capability Manager — Logs Capability Manager — Prompt Engineering
Designed admin workflows to
Ingest and manage documents for the knowledge base · Configure and maintain chatbot behavior and settings
→
Enabling teams to
Review and act on customer feedback to continuously improve responses
03 The Outcome
01
Reduced Dependency on Technical Teams
Enables business users to self-serve, decreasing bottlenecks and support overhead.
02
Increased Productivity
Accelerates task completion through faster access to information and guided workflows.
03
Improved User Experience
Simplifies complex platform interactions through a conversational interface.
FICO Assistant — in context

FICO Assistant delivered a scalable, conversational AI experience within FICO Platform — enabling business users to self-serve, reducing technical bottlenecks, and establishing the design foundation for an agentic future.

FICO Assistant sets the stage for an agentic interface — where AI becomes the primary way users execute FICO capabilities.

Moving forward, the opportunities are clear: context-aware responses based on on-screen content, deeper integration with platform workflows, and scalable knowledge access that centralizes expertise and best practices in an accessible, always-available format. The foundation is in place — FICO Assistant evolves into a fully agentic experience from here.