In the rush of daily life, even the important things like bill payments can slip someone’s mind. To help keep things on track, Scotiabank introduced an innovative technology using artificial intelligence that makes staying on top of bills easier through a simpler more intuitive payment system.
Predictive UX is a patented technological application that uses timely and perceptive prompts, helping clients to proactively manage upcoming bill payments, routine email money transfers, and account-to-account transactions.
The algorithm looks at a client’s past financial behaviour and generates a personalized list of recommendations, such as a reoccurring rent payment someone makes at the start of each month. The prompts can be found in the quick actions section at the top of Scotia’s mobile banking app.
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It reduces the number of clicks needed to complete a transaction, says Rafal Orlowski, Director of Data Science and Global AI at Scotiabank. Orlowski is one of the creative leads who designed the program and applied for a patent for Scotiabank, which was approved and granted in 2026 for Canada. Working with teams across the Bank, his team spent months testing the product with different iterations and launched it publicly on the mobile banking app at the end of 2025.
“Predictive UX matters because we believe that small efficiencies in the banking experience can lead to significant improvements in client satisfaction,” said Orlowski.
With all the prompts at the top of the screen, the design ensures clients will see their upcoming bills for the month or week and the bills stay top of mind, so clients are more likely to make the important transfers. The key to a useful and strategic design, says Orlowski, is creating a technology that is helpful and not intrusive. If the prompts aren’t beneficial for someone, the client can easily remove them from the screen with a simple click.
“Predictive payments are part of a broader evolution in banking from something clients manage, to something that actively supports them,” said Todd Copeland, Senior Vice President and Chief Digital Officer, Canadian Banking.
Copeland highlights that Predictive UX experiences are already helping clients stay ahead of their everyday banking. In the last quarter alone, more than 260,000 clients received a bill-payment reminder through the app. A total of 92% clicked on it and went on to complete their payment by entering the amount and sliding to pay.
On top of the speed and efficiency the technology brings, it helps reduce error. When clients click on the prompt, the financial information fields – such as who the money is going to and from which account it’s being transferred from – are already filled out. As a result, clients are less likely to send money to the wrong person or unintentionally remove money from the wrong account.
"The future of banking is about being relevant in the moments that matter most to our clients. The best experiences aren't just about the transaction, they're about creating the confidence that comes from being one step ahead," said Simona Salter, Executive Vice President, Cards, Payments, Loyalty & Client Experience at Scotiabank. "Predictive UX anticipates routine needs giving clients greater control over their financial lives."
Orlowski says the financial technology helps the organization shift from “reactive to proactive” banking, providing clients personalized nudges and offers as needed.
“The goal is to make banking easier. The less time clients spend on routine tasks, the more time they have to focus on the more important things.”
