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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!


Flora commented on Sorted: Locally Tailored Independent Money Guide

I agree. This site looks very user friendly and is more universal. I find it interesting that they are funded by a government agency. It's interesting to see that the government is playing somewhat of an invisible role to help people understand their finances. I'm not sure we have something like this in the United States. Or, if we do, it's probably not as user-friendly.