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Thank you so much for the feedback! Here are some ways were are addressing your  questions:

How will it address the issues of security and consistency?
-When you already connect to your online banking it is already secure.
-When you enter the chat there will be a message that says it is a secure connection.

Going more in details through a user experience (whether a persona, or simply a user you interviewed) would be useful. You can also simply think of your own experience.
- We are creating a couple personas using Xtensio

You might want to do a storyboard and get a couple of people (ideally target users but it could be anyone) through it.
- We are creating a storyboard.
- Two of our team members will be testing with target users.

It is important to start by thinking of a common task (checking one's account, paying bills, paying credit cards, etc.) and something less common (looking into getting a loan?).
-Understanding line items in one’s account
-Applying for an online loan
-Assistance setting up bill pay
-Wire Transfer

More to come! Thanks, again!