KYC Transformation
Redesigned TD’s fragmented KYC ecosystem into a unified, scalable experience, enabling a single source of truth, improving risk consistency, and reducing compliance friction across lines of business.
Challenge
Customer data and KYC processes were siloed across lines of business, with outdated information and unclear policies, preventing a reliable 360° customer view. This resulted in inconsistent risk assessments, operational inefficiencies, and increased regulatory exposure—especially for small business customers.
My Role
As the foundational product designer, I established design practices in a zero-design environment—defining end-to-end workflows and user journeys. I acted as a bridge between compliance, risk, engineering, and multiple lines of business, translating complex regulatory requirements into clear, aligned experiences and data flows. By replacing static requirement documents with visual, decision-driving artifacts, I enabled early alignment, reducing rework and accelerating delivery.
Critical Intervention
Midway through delivery, I identified that a workflow developed over 8 months introduced high cognitive load, increased time-on-task, and elevated risk of user error.
I escalated the issue and initiated usability testing, which validated significant usability breakdowns. Despite strong resistance to revisiting the solution, I facilitated cross-functional workshops to align stakeholders around user goals, pain points, and evidence-based insights.
This led to a full redesign of the workflow—preventing a high-risk experience from reaching production and shifting the team toward evidence-driven decision-making.
Vision-setting to influence direction
under constraints
Designed a future-state KYC dashboard, inspired by TD’s Odyssey vision, to showcase a more intuitive and efficient employee experience.
Used this concept to engage senior stakeholders and reframe discussions beyond vendor and engineering constraints. Using it to align on long-term UX direction despite current platform constraints.
Outcome
Delivered a unified KYC platform establishing a governed single source of truth for customer data, achieving 100% data integrity across onboarded datasets (post-migration validation) and reducing operational costs by 40%. Enabled faster, more consistent risk decisions, improved cross-LOB collaboration, and strengthened compliance readiness at scale.
