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