Designing TD Bank’s Virtual Appointment Booking Experience
During the COVID-19 pandemic, TD Bank needed a scalable way for customers to access financial support remotely. I contributed to the design of a virtual appointment booking experience that streamlined access to personal and small business banking services through digital channels.
Experience Design, Product Strategy, Design Systems
View detailed UX case study here
Overview
During the COVID-19 pandemic, TD Bank needed a scalable way for customers to access banking support remotely. I contributed to the design of a virtual appointment booking experience that streamlined access to personal and small business banking services through digital channels.
The Challenge
Branch limitations and increased demand for remote support created friction for customers seeking financial assistance. The challenge was to simplify service discovery, improve appointment routing, and create a booking experience that felt clear and trustworthy during a period of uncertainty.
My Role
As the UX Designer on the project, I contributed to:
interaction flows,
competitive analysis,
wireframing,
and high-fidelity design explorations using TD Bank’s internal design system.
I collaborated closely with product managers and design leadership throughout the project.
Research & Insights
To understand digital booking behaviors, I analyzed both fintech and non-financial platforms including Scotiabank, OpenTable, and BookMyShow.
The research focused on:
service categorization,
progressive flow patterns,
and friction reduction strategies used in high-volume booking experiences.
These findings informed several interaction and flow recommendations during the design process.
Design Objectives
Simplify service discovery
Reduce scheduling friction
Improve appointment routing
Support digital accessibility
Create a trustworthy remote banking experience
Key UX Decisions
Progressive disclosure
Breaking the flow into smaller decision steps helped reduce cognitive overload and improved navigation clarity.
Familiar interaction patterns
The experience borrowed recognizable booking behaviors from reservation and ticketing platforms to reduce learning friction.
Structured service routing
Appointment categories were designed to balance customer simplicity with internal operational requirements.
Final Experience
The final experience enabled customers to schedule virtual banking appointments through a guided digital flow supporting both personal and small business services.
The solution aligned with TD Bank’s existing design system and broader digital ecosystem.
Reflection
This project reinforced the importance of designing for clarity, trust, and operational scalability within enterprise systems.
It also strengthened my approach to cross-industry pattern analysis and service-oriented experience design.
View detailed UX case study here