We began by conducting user interviews and compiling a list of digital banking pain points to discover opportunities for Voice in TD Bank’s digital ecosystem.

From this I created a series of user storyboards to clarify the interactions and opportunities for multi-modal Voice interactions across various devices.

Throughout the process we were guided by our business strategy framework based on direct value to TD Bank, and the value to the customer. Where the two aligned, we knew we had a winner!

Based on our research, we chose to focus on enhancing security through Voice, along with using Voice to complete banking tasks.