This is a capstone project aimed to design for TD bank to improve the current digital queueing process with more accessible features integrated in order to comply with social distancing policies and enhance the line-up experience.

Product Demo Video

Final Product (Website)

click here to see the system on live website

Tools and My Roles

User Interface Design: designing and prototyping the interface of the queuing system

Communicator: Setting up the weekly meeting agenda & external emails communication

User Research: Conducting usability testings with various users and refining the prototypes based on the feedback

Design Process

Overview

Research

  • Accessibility Research
  • User Research
  • User Personas
  • User Journeys

Ideation

Impactful: provide users with a pleasant or unique user experience;
Feasible: the feature is within the group members’ ability and also feasible technically

Each group member came up with the desired features/design ideas individually and then presented the ideas with one another. Then, we group the ideas and discussed which ones are the most feasible and which ones are the most impactful. Then, we come to the conclusion that our design will prioritize on the features that are both feasible and impactful.

Prototype and Testing

  • Paper Prototype
  • A fake TD bank debit card
  • the welcome page
  • tapping the card to begin
  • read customer’s information
  • if customer would like to edit info
  • done with lining up

We have made a low-fi (paper) prototype for users to interact with. We have performed six usability testings and have found several problems:

  • Mid-fidelity Prototype
  • welcome page
  • ask if customers have the card to tap
  • tap card for existing customers
  • check info
  • help page
  • error page if any info is incorrect
  • choose update methods
  • done with lining up
  • done with lining up

We have made a mid-fi (clickable) prototype for users to interact with. We have also added one “Are you still there screen” to adjust needs of people with memory loss or other memory-related disabilities. This screen will pop up if there is no action from the user on the screen for 15 seconds in order to make sure things are saved and information is protected.

We have performed six usability testings on different people and have found several problems:

  • High-Fidelity Prototype

Kiosk Interface

Website Interface

Reflections and Challenges

What I have learned?

Precise communication and presentation on the design process and the logic behind the design alternatives/decisions

Collaboration with people from multi-disciplinary backgrounds

Accessibility design: what the interface should do to accommodate different types of disabilities

The collaboration between interface design and software development. Before this project, I thought designer just designed things and developer just implemented as designed. However, this project gave me a chance to take part in the collaboration and I realized that the collaboration between designers and developers is more like a back-and-forth communication. We communicated a lot along the design to discuss the queuing process and the logic behind so that we made sure everyone’s on the same page. Every element I designed should be communicated to the developers clearly so that they were able to realize the interactions.

Next Steps

Working on my technical and coding skills so that I could help with the software team.

There was budget constraint (we did not have enough money to build up the physical kiosk or screen in order to put the system into use) and covid-related constraints (team members were unable to interviews with a large number of TD customers since it was hard to conduct research in-person)

The COVID was a huge limitation for us, so we did not have resources/opportunities to recruit a large amount of participants and also people with disabilities to test our prototype. Next time we should spend more time on research about the accessibility issues and interviews with people with disabilities to understand more.

Many TD resources are under NDA which are not publicly available for us, so when we were designing, we had to take more time to build things from scratch. This resulted in our colors, fonts and certain formats are deviated from the standard TD design.