Human Centered Design Research @ TD
Improving mobile and call center experiences for TD Canada customers
Role
Timeline
Tools
Jan - Present
Figma, FigJam,
SAP Qualtrics XM
About TD Canada
TD Canada is one of the country’s largest banks, offering personal and business banking, lending, and investment services. With a strong digital presence and a wide branch network, TD focuses on making financial services more accessible and user-friendly—creating opportunities to improve customer experiences through UX research.
I currently…
📌 Collaborate with teams at NACO to develop user personas and journeys to better understand customers for the business and improve call center colleagues' understanding.
📌 Track weekly digital insights on SAP Qualtrics XM, identifying emerging trends in user behavior, pain points, and software issues, and present insights biweekly to the Canadian mobile engineering team to drive product improvements.
📌 Make the most of TD’s office perks while connecting with fellow interns :)
Overview of Research Methods
User interviews
In person field study and observation
Qualitative survey data analysis
Thematic analysis
Usability testing
Literature reviews
