MY ROLE
TEAM
TIMELINE
PLATFORMS
OVERVIEW
Website: https://www.td.com/ca/en/investing/direct-investing/trading/webbroker
The Challenge
An opportunity to go out with a bang.
Objectives for the project
Engaging in a Discovery that reimagines the money movement process for WebBroker customers (Transfers and Withdrawals).
After insights from the TFSA project, we considered looking into the money movement project as a whole. Keeping in mind transfers and withdrawals on the platform and keeping them consistent across.
How might we consolidate and make money movement consistent across the platform.
How might we consider reoccurring transfers and OFI transfer projects ingestion.
How might we modernize the Transfers and Withdrawal experience to exceed customer expectations and stay competitive in the market.
My contribution in for here
Secondary research (Competitive analysis, benchmark study insights)
Current state analysis
Usability test of current state
Stakeholder workshops
Ideation & exploration (Persona/ journey map/ user flows in reference to IA)
Wireframes & sketches
Prototyping interfaces
User testing
Knowledge Harvest- Understanding the platform
Current State Analysis
Key Findings:
We can also probably have a separate section for transfer and withdraw since, I believe it can be hard to locate it under accounts.
Pop-up are usually used for smaller tasks.
No recent activity log available for the user to come back to and be update on their information.
Avoid modal dialogs that interrupt high-stake processeshttps://www.nngroup.com/articles/modal-nonmodal-dialog/
These don’t offer a recurring deposit option
Lacks a reference or transaction number for future inquires.
Support & assistance: Offer links to customer support or FAQs in case the user encounters any issues during the transfer process.
Secure tips throughout the process would be nice for the user to be able to complete the process being informed & avoiding errors.
Can we find away to differentiate B/W accounts?
Competitive Analysis
Finding structure amidst the chaos.
Business requirements
Hosting stakeholder workshops
This endeavour got its start due to a need. We tested several UI kits for Figma but discovered they lacked in size, flexibility, or quality — frequently all three — and we had to recreate all the low-quality parts.
Opportunities & Pain points
Discovered
These don’t offer a recurring deposit option
Lacks a reference or transaction number for future inquires.
Support & assistance: Offer links to customer support or FAQs in case the user encounters any issues during the transfer process.
Secure tips throughout the process would be nice for the user to be able to complete the process being informed & avoiding errors.
Can we find away to differentiate B/W accounts?
These don’t offer a recurring deposit option
An effortless experience
Wireframes & User Testing
Implementation of navigation changes can be taken up as a completely separate project.
Preset denominations for money transfers was not ideal since we were already introducing that for recurring transfers.
The Platform had great recommendations for the navigation and direct entry points
Support assistance for the user throughout the transfer process was a great addition to the journey and complimented the heuristics.
The introduction of recent transfers was a great follow up option for the user to stay updated with the status of their requests.