TD Case Study

Secondary research helped to further back our findings.

After analyzing the initial research I completed some supplementary research by reading through relevant new articles and scholarly resources surrounding elders and financial constraints to further support the findings. I found in a study conducted by Wichita State University, 62% of 228 seniors aged between 65 and 92 voiced concerns about budgeting, going over their credit limit, and using their credit card impulsively.

The insights helped to discover areas of opportunity.

In considering the pain points from the interviews, I uncovered an area of opportunity to assist elders in obtaining a credit limit increase.

With this in mind, I narrowed down the scope with the following problem statement: How might we consider the various anxieties seniors have regarding their credit to create a more accessible, resourceful, and encouraging experience?

With the primary focus shifted towards improving the experience of obtaining a credit limit increase, it also made sense for our team to understand the current user journey of the TD mobile banking app with regards to requesting a credit limit increase.

The initial ideas included creating high level sketches.

The preliminary concept solutions were documented through a high level concept sketch, which allowed me to communicate various ideas and collaborate with stakeholders.

During the initial sketch, I was ideating around the solution to increase visibility and reduce the number of steps required when requesting for a credit limit increase. The solution would also include a set of guided pop-up instructions to provide detailed explanations while completing the task. These instructions can be dismissible with the use of iconography but readily available if the user needs assistance.

Furthermore, the initial sketch includes the improvement of TD's current chatbot system, along with the implementation of a live agent. Incorporating a live agent would ultimately seek answers to more complex questions that the chatbot may not be able to comprehend, and designed to make it easily transferrable from the chatbot.

Decided to refine the initial high level sketch into wireframes.

‍I shifted  focus towards improving the overall visibility when obtaining a credit limit increase. As such, ssed the chatbot and live agent as these tools require a lot of financial resources and hence may not be feasible for the business. In addition, our d sketches would encourage users to be more individualistic in successfully completing tasks on their own accord.

In the revised sketches, I made it easier for users to access information when requesting a credit limit increase and considered all aspects by adding a compassionate rejection for those who are not eligible. I also designed the sketch to include additional resources that would be available within the TD banking app to help users cope with financial anxiety and stress management.

After finalizing the wireframes, I took the time to create a few mockups and reflect on the project.

Using Figma, I created a series of mockups to demonstrate a highly functional interface most representative of the proposed end product. Such representations will also contribute to communicating informed design decisions with the stakeholders. In considering the next steps, I would work towards making the prototype interactive, which can then be used when conducting usability testing with participants to validate the interactions and obtain feedback for further iteration.

While working through this project, speaking directly to individuals of the older population shed a different perspective on the way in which common banking tasks and in-app features are more often difficult to execute. As such, understanding their frustrations was imperative to designing a solution that would effectively address these problems. I learned the importance of implementing feedback given from my instructor, as it helped to narrow our scope on tackling the more apparent issue our users expressed from the interviews. In addition, I was able to test out and develop my UI skillset while generating the mockups.