{{agLTKgJG0}} - My Framer Site

Feature Integration

Workshop Facilitation

Help Users Find their Chosen Bank Advisor

TD approached us to assist with a 4-month program to integrate two features, namely advisor search and language specific advisors, into their high traffic contact form.

www.td.com/contact-us

How might we help customers find an advisor that can help them?

The Process

1️⃣ Current Flow & Brainstorm

2️⃣ Unhappy Scenarios

3️⃣ Ideation and design

4️⃣ Stakeholder feedback

5️⃣ Documentation

How might we help customers find an advisor that can help them?

The Process

1️⃣ Current Flow & Brainstorm

2️⃣ Unhappy Scenarios

3️⃣ Ideation and design

4️⃣ Stakeholder feedback

5️⃣ Documentation

How might we help customers find an advisor that can help them?

The Process

1️⃣ Current Flow & Brainstorm

2️⃣ Unhappy Scenarios

3️⃣ Ideation and design

4️⃣ Stakeholder feedback

5️⃣ Documentation

How might we help customers find an advisor that can help them?

The Process

1️⃣ Current Flow & Brainstorm

2️⃣ Unhappy Scenarios

3️⃣ Ideation and design

4️⃣ Stakeholder feedback

5️⃣ Documentation

The Process

1️⃣ Outline the current flow to grasp the present challenges and brainstorm where in the flow would be most intuitive for the end user before becoming influenced by technological constraints.

2️⃣ List out all the various unhappy scenarios we need to be aware of for the final design. For example:

[Sally] forgets what branch her advisor works in
[Sally’s] advisor no longer works at the company
[Sally] mixes up her advisor’s first and last name

The Process

1️⃣ Outline the current flow to grasp the present challenges and brainstorm where in the flow would be most intuitive for the end user before becoming influenced by technological constraints.

2️⃣ List out all the various unhappy scenarios we need to be aware of for the final design. For example:

[Sally] forgets what branch her advisor works in
[Sally’s] advisor no longer works at the company
[Sally] mixes up her advisor’s first and last name

The Process

1️⃣ Outline the current flow to grasp the present challenges and brainstorm where in the flow would be most intuitive for the end user before becoming influenced by technological constraints.

2️⃣ List out all the various unhappy scenarios we need to be aware of for the final design. For example:

[Sally] forgets what branch her advisor works in
[Sally’s] advisor no longer works at the company
[Sally] mixes up her advisor’s first and last name

The Process

1️⃣ Outline the current flow to grasp the present challenges and brainstorm where in the flow would be most intuitive for the end user before becoming influenced by technological constraints.

2️⃣ List out all the various unhappy scenarios we need to be aware of for the final design. For example:

[Sally] forgets what branch her advisor works in
[Sally’s] advisor no longer works at the company
[Sally] mixes up her advisor’s first and last name

The Problems

Since this was a bank operating across North America, there were various constraints:

Too many advisors

Finding the desired advisor within the entire data pool would be time-consuming.

Diverse topics

Not all advisors have expertise in every topic, so branches near the user might not be versed in the chosen topics.

Time frame

The selected advisor may not be available within the specified time frame.

Many deeps links

Many deeps links that would affect the flow

Phone vs Branch

There are both phone and branch consultations, but users often prefer in-person meetings due to the sensitive nature of banking.

Diverse languages

Not all branches offer all languages

Documentation

Screen Flow

Various flows are marked in different arrow colours

Interactions

Micro interactions are documented enabling the development team to use it as a reference checklist

Documentation

Screen Flow

Various flows are marked in different arrow colours

Interactions

Micro interactions are documented enabling the development team to use it as a reference checklist

Documentation

Screen Flow

Various flows are marked in different arrow colours

Interactions

Micro interactions are documented enabling the development team to use it as a reference checklist

Documentation

Screen Flow

Various flows are marked in different arrow colours

Interactions

Micro interactions are documented enabling the development team to use it as a reference checklist

– I'm veronica,
a product design lead based in toronto

Let's

Connect

↗

– I'm veronica,
a product design lead based in toronto

Let's

Connect

↗

– I'm veronica,
a product design lead based in toronto

Let's

Connect

↗

– I'm veronica,
a product design lead based in toronto

Let's

Connect

↗