TD Canadian & U.S. Business Banking

Role

Platform

Team Size

Timeline

Experience Design Lead

TD Canadian & U.S. Commercial Banking Clients (2M+ users)-Responsive Web

3 PODs - 8 (UX, UI, Content designer)

Multi-phase release

As Lead Experience Designer, I led the end-to-end redesign of TD’s Canadian Commercial Banking platform, focusing on simplifying complex workflows and aligning the experience with the evolving needs of over 1 million business clients.

Our mandate was twofold:

Modernize core digital banking experiences across money movement, account activity, and user management.
Design a scalable future-state vision that supports ongoing business innovation, regulatory compliance, and long-term client retention.

The redesign enhanced usability, security, and configurability, while significantly improving onboarding and administrative workflows. The result was a cleaner, smarter platform that exceeded Legendary Experience Index (LEI) benchmarks and reduced support dependency.

Business Opportunity

Modernize TD's commercial banking experience to:

Streamline high-frequency workflows like transactions, account review, and user authorization
Reduce friction and error risk in key tasks
Deliver long-term customer retention by improving control, visibility, and personalization
Align with TD’s digital-first innovation roadmap for business banking

Customer Pain Points

Through client interviews, usage analytics, and field research, we uncovered several critical pain points:

Fragmented user experiences across money movement and account activity
Cumbersome onboarding and inflexible access control, requiring manual intervention or in-branch support
Inability for administrators to easily add/remove users or assign permissions
A static dashboard lacking relevance and customization for diverse business roles
These pain points led to inefficient task completion, increased support calls, and decreased client satisfaction.

Core Areas of Redesign

Money Movement & Account Activity

Problem:
Clients struggled with a complex, outdated UI for initiating payments, transfers, and reviewing account activity. Workflows were non-intuitive, lacked status visibility, and often resulted in transaction errors.

What I Did:

Audited current-state flows across high-volume use cases like wire transfers and EFTs
Identified bottlenecks in data entry, confirmation, and approval processes
Redesigned workflows with simplified forms, inline validations, and real-time status updates
Introduced bulk actions, scheduling, and saved templates to reduce repetitive tasks

Result:

Significant reduction in task completion time
Decrease in transaction-related support calls
Positive user feedback on transparency and confidence in task completion

User Authorization & Access Control

Problem:
Administrators had limited ability to manage user roles or permissions independently, increasing security risks and operational delays.

What I Did:

Designed a role-based access model, allowing admins to assign granular permissions
Built intuitive flows for adding, removing, and modifying users, complete with permission previews and risk flags
Integrated smarter access controls to reduce fraud exposure and align with internal audit policies
Proposed a bulk onboarding flow to streamline access setup for large teams

Result:

Faster user provisioning and deprovisioning
Improved internal security compliance
Increased administrator satisfaction and independence

Dashboard Personalization

Problem:
The original dashboard was static, generic, and failed to surface relevant tools or alerts for different business roles or sizes.

What I Did:

Introduced a widget-based, configurable dashboard framework
Enabled users to add, remove, and reorder components based on their tasks and role (e.g., CFO, Accountant, Admin)
Applied TD’s new design system to ensure consistency, scalability, and modern aesthetics
Used behavioral data to recommend relevant widgets (e.g., Quick Transfers, Pending Approvals, Daily Cash Flow)

Result: