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Case study in progress

Human-Centered Design Research @ TD

Improving mobile and call center experiences for TD Canada customers

TD case study cover image
Role
HCD Research + CX Analytics Intern
Timeline
Jan 2025 - Apr 2025
Focus
Mobile app and customer support experiences

About the project

This case study focuses on human-centered design research and customer experience analytics connected to TD customer journeys across mobile and call center experiences.

Quick overview

  • Explored customer pain points across digital banking and support touchpoints.
  • Used research and experience signals to identify opportunities for clearer, more supportive customer experiences.
  • Translated findings into practical recommendations for product and service teams.

Research methods

Human-centered design researchCustomer experience analyticsJourney analysisResearch synthesisStakeholder communication