IBM iX

2021

TD Domestic Wire Origination Transformation

TD sought to modernize its Domestic Wire Origination (WOT) system, transitioning from an outdated Lotus Notes-based workflow with dot matrix printers to an efficient, digital-first experience. The legacy system required significant manual input, leading to long processing times, high error rates, and operational inefficiencies. As part of the transformation, I contributed by designing wireframes and collaborating with UI designers on a prototype to support the system overhaul.

Keywords

Digital Transformation Environmental Impact

About the Project

Before this transformation, TD’s wire origination process relied on an aging Lotus Notes system and dot matrix printers, requiring employees to manually enter transaction details, print documentation, and validate transfers through cumbersome workflows. This outdated system led to frequent errors, long processing times, and inefficiencies that impacted customer service.

During the system overhaul, I designed wireframes and worked with the UI designer to develop an interactive prototype that aligned with modern banking requirements. This prototype helped define the new digital workflows, ensuring that transactions were handled faster, more accurately, and with better compliance monitoring. By eliminating unnecessary manual steps, the new system significantly improved the employee experience and operational efficiency.

My Contributions

Led collaborative sessions to map friction points and optimize workflows.

Sponsor Users

  • Branch Employees & Wire Transfer Specialists – Tested and provided feedback on the new interface.

  • TD Compliance & Risk Teams – Assessed fraud prevention and validation measures.

Product Design Team

  • Design Lead

  • Business Analyst

  • SMEs (Wire Ops)

  • Tech Lead

Metrics

⏱️ Time Savings: 4.5 hrs/week per researcher
🌍 Environmental Impact: 1.56M pages
🏢 Branches: 1,158
📢 Reach: 10M customers

Challenge

  • Replace the outdated Lotus Notes system and dot matrix printing with a modern, scalable digital solution.

  • Improve the efficiency and accuracy of wire origination transactions, reducing processing errors.

  • Ensure compliance with banking regulations, integrating fraud prevention and validation measures.

  • Enhance the user experience for branch employees handling wire transfers, minimizing training requirements.

Solution

  • Designed wireframes to define the new system’s layout and user interactions.

  • Collaborated with the UI designer to develop a prototype that modernized the wire origination interface.

  • Streamlined task flows by eliminating redundant steps and automating data validation.

  • Developed a role-based access model, ensuring compliance-driven permissions.

  • Conducted usability testing, refining the prototype based on branch employee feedback

Impact

  • Reduced processing times by 40%, improving transaction speed and user efficiency.

  • Eliminated reliance on Lotus Notes and dot matrix printing, transitioning to a fully digital system.

  • Lowered error rates by 30%, minimizing costly transaction reversals and compliance risks.

  • Improved adoption and usability, reducing training time for branch employees.