User Experience Designer/ Product Designer
Introducing
Duration: 5-10 months before going live
Role: UX DESIGNER
Tools: Figma, Axure, Try my UI
Design Team: 1 UX lead, 1 copy writer, 1 VD, 1 UX
TD Digital Dispute
80%
8 points
reduced call lines
Customer satisfaction score
1.
Discover
TD Bank has been encountering a significant issue with the handling and resolution of digital disputes related to unauthorized transactions, service errors, and billing discrepancies. Customers are experiencing delays in response times, inconsistent resolutions, and lack of clear communication throughout the dispute process. This has led to decreased customer satisfaction, negative feedback, and potential loss of trust in TD Bank's digital services.
"Inconsistent Resolution of Digital Disputes Affecting Customer Satisfaction"
PROBLEM
To address the issues with digital dispute resolution, TD Bank will implement an advanced, integrated Digital Dispute Management System (DDMS). This system will leverage form system and automation to enhance the accuracy, speed, and consistency of dispute resolutions.
"Implementation of a Streamlined Digital Dispute Management System"
SOLUTION
To address the issues with digital dispute resolution, TD Bank will implement an advanced, integrated Digital Dispute Management System (DDMS). This system will leverage forms and a dedicated self serve system to enhance the accuracy, speed, and consistency of dispute resolutions.
"Implementation of a Streamlined Digital Dispute Management System"
SOLUTION
Fraud or Non-fraud
Form management system
Self-service Portal
We had to differentiate between actual fraud and a dispute claim. To understand this we created an awareness page for the customer so they can initially check with the merchant and see if it can be resolved without the bank's involvement.
Once the customer has reviewed the purchase and is fully confident to move ahead they can start a claim on the mobile app with a few simple steps.
Design Strategy
Prolonged resolution times and inconsistent outcomes are eroding customer trust and satisfaction, which leads to overload on customer care lines. We created a form system where customers can start a claim if they see anything suspicious.
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2.
Define
Competitor Analysis
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Site Map
Covered top 5 banks of the world, 5 fin techs, 5 non banking industries to get a holistic result. We focussed on key areas like AI, customer portal, omni channel help and so on.
Next step was creating the task flow and the sitemaps. This was a workshop session which encompassed looking at entry points, how the customer wanted to start a dispute.
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Task Flow
3.
Develop & Deliver
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Grid system
Our Next challenge was to create a responsive behaviour on the TD mobile app. This was the first time the Human centred mobile team had to collaborate with our partners Easy Web (Website) team on such an extensive level to achieve the final results. We agreed that users should have a consistent experience as other apps. By maintaining a balance with mobile standard headers and using responsive footer, we aligned on an intuitive experience.
Mobile Standards
Website (TD EasyWeb) Standards
Recognition Rather than Recall
Minimize the user's memory load by making elements, actions, and options visible. The user should not have to remember information from one part of the interface
to another.
NN/g Heuristics : User Control
and Freedom
Users often perform actions by mistake. They need a clearly marked "emergency exit" to leave the unwanted action without having to go through an extended process.
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1. Discovery
If you notice an unauthorized charge on your TD Bank statement/ recent activity, you can now start a dispute on the TD mobile app. Just make sure to review and check if it's a suspicious purchase
4. Check Address
Review your address and if it's not accurate, you can update your address and it will be updated throughout the app and website. Once you've verified the address you can proceed to the next step.
5. Purchase Selection
Tick all the purchases you find suspicious, or if you were not the primary person to transact with any of these purchases.
Keep in mind that you'd only see eligible transactions processed over the last 60 days, as TD may not be able to help if the purchases were made before that time window
3. Before you Begin
Read all the points and review them so you know you've taken the accurate steps to start a claim. Check the merchant name, or if there is a unfamiliar cash advance and know next steps after submitting a claim.
2. Identify
Review the two options and see what option you'd choose. If you suspect fraud, then tap on the first option and get started to start a claim.
If you see an inaccurate charge, you'd be redirected to the website to complete a form and claim your expense.
6. Help us understand
Answer a few question so TD can better understand the situation and provide the best solution for you. Be as transparent as you can so TD can resolve the situation quickly.
7. Next Steps
Once you've answered all questions and selected your purchases, you can now proceed to the next steps. Make sure you share the most current email address or phone number, as TD will use that to share any information on the dispute.
8. Review & Submit
Lastly, review your details and make sure all the details provided are accurate and hit submit. Feel free to make any changes by tapping edit, it will navigate you to the desired section and you'll be able to update your information.
Our team at TD collectively made a marketing video in 2022 to relaese the launch of TD payment plan.
Here's a snippet for you