Challenge Statement

As TD continues to enhance its digital capabilities for customers, what does the future brick and morter branch look like? What services and benefits could it offer to customers who will soon be able to do all banking from their phone?

Proposed Solution

Introducing TD Financial Clinic, reshaping the future of in-branch banking by prioritizing financial equity, particularly for seniors and undeserved populations. It provides regular financial check-ups and workshops to enhance clients’ financial well-being. Additionally, branches will feature AI-powered kiosks that streamline everyday banking tasks, including a queuing system designed to improve the overall in-branch experience.

Approach

When considering TD customers’ in-branch experience, I first focused on identifying the primary users. I led the team in pinpointing our target customers, and we quickly recognized that senior clients and newcomers to Canada would benefit most from in-person interactions. By conducting research and drawing inspirations from TD’s tech and market trend report, we developed a solution tailored to our target customers, with the goal of transforming TD into not just a better bank, but a hub for personalized financial advice and education.

My Role

• Led group discussions and brainstorming sessions during weekly team meetings.
• Created visuals and prototypes for our proposed solution.
  
• Developed storytelling and a framework to effectively present our idea to the judges.

Key Takeaways

• Collaboration: Working with interns from various LOBs was key to our winning solution, as the diverse expertise and knowledge of our team members broadened my perspective on problem-solving and highlighted the importance of cross-collaboration.
• Importance of knowing the market and trend: Designing future experiences requires a deep understanding of current market trends and recognizing patterns beyond the industry in question. I learned that innovative solutions often emerge from knowing our target audience, understanding their needs, and the potential of future technologies.