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TD Bank

Work provided:


Usability study  •  Workflow observations  •  Interviews  •  Focus groups  •  Ethnographic analysis

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Deliverables

 

Usability Research for AI Feasibility in Call Centres

  • Visited the TD headquarters in Canada to conduct ethnographic usability testing with target users (call center agents); observations of workflow, interviews, and focus groups

  • Synthesized data into a document to present to applicable TD Bank and Nuance stakeholders

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Usability study

 
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“During our observations and discussions, we listened to agents, supervisors, and business owners voice their typical workday tasks and any painpoints lying therein”

 
 
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Workflow observation

 

To gather different pieces of data, in effort to reach a resolution and answer a customer's question, an agent must utilize a series of:

 
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“The variety of knowledge bases leads to problems for all stakeholders”

 
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Interviews

 

Prior to interviewing the call centre professionals, a list of questions was developed. These were framed so as to gather appropriate data to answer our own questions in learning of their ethnography, workflow, and painpoints.

 
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A sample of questions, this list is not exhaustive


 

Focus groups

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Ethnographic analysis

 
 

All of the above information was compiled into a presentation given to Nuance and TD Bank stakeholders to give insight and direction into moving forward with the next steps of the product design phase.

 
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