PROJECTS & OBJECTIVES

• Until this project, users couldn't switch document delivery preferences from the mobile app. TD was spending tens of millions of dollars yearly on paper, as mail delivery was still the most common preference among customers. Considering most TD customers interacted with the bank through the mobile app, the eStatement project aimed to: a) Significantly reduce mail delivery by enticing users to switch to electronic delivery, b) Allow users to seamlessly change delivery settings via the TD mobile app, c) Enable users to receive notifications via push, email, and in-app messaging when new statements were ready.

ROLE:

• Lead UX Designer

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PROCESS:

• Information Comprehension, Ideation, InterviewsAs the main UX designer, I drove development through the entire cycle, beginning with ideation sessions involving stakeholders, BA, and various project parties. In the first stage, I refined the initial business proposition and conducted comprehensive research via competitive analysis.
• Creation of User Maps, User Journeys, Main and Edge Use CasesWith the refined business case, I created user journeys, user maps, and wireframes of varying complexity. I developed first-iteration sketches and low-fidelity wireframes that became the backbone for internal reviews, allowing teams to plan future work. After successful reviews and iterations, I progressed to more refined mid-fidelity wireframes, adding edge use cases covering every possible scenario.
• Facilitation of Usability Tests, Test User Journey Creation & User InterviewsAfter more cycles of reviews and stakeholder approvals, I created testing documentation and user journeys for usability testing. After conducting in-person usability tests and incorporating feedback, I moved to the final stage—creating high-fidelity wireframes and polished journey maps for review and handover to the development team.
• Development OversightEven after completing all design elements and documentation, I remained partially involved to guide the development team and review their implementation for accuracy.

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Personal Growth and Takeaways: At TD Canada Trust, I polished my process to perfection. The complexity of the banking system, internal processes, and number of teams involved at every ideation step didn't tolerate half-baked ideas or poor presentation skills. From the KYC department to stakeholders responsible for an app used by tens of millions of Canadians, the multitude of opinions could derail even great ideas if one couldn't understand both users and internal project teams.