Designing content and conversational experiences for complex banking products
Role: Content & UX Strategist
Contribution: Content strategy + UX content design for complex commercial banking experiences
Collaboration: UX, product, business + subject-matter experts
Focus: Simplifying complex financial information + guiding business users through key tasks
The Challenge
TD’s U.S. Commercial Banking experience involved complex products, technical processes, and security requirements.
The challenge was to make these experiences clear, accessible, and easier for business customers to navigate across multiple formats and channels.
My Approach
I worked across content strategy, conversational AI, accessibility, and technical communication.
My work included:
- Developing chatbot scripts using existing website content, written materials, and user-generated responses
- Structuring FAQ-based conversational experiences
- Creating content for the U.S. Commercial Banking website
- Translating technical processes into clear customer-facing documentation
- Creating video content to explain commercial banking experiences
- Applying AODA accessibility principles throughout the work
The Work
For the chatbot experiences, I transformed existing information into structured conversational content, anticipating the questions customers were likely to ask and developing clear responses.
I also created technical documentation explaining tools such as security tokens, translating complex processes into content customers could actually use.
Accessibility was integrated into the work from the outset so that customers with disabilities, including visually impaired users, could navigate the site and complete tasks.
Outcome
The work supported TD’s U.S. Commercial Banking experience across web, conversational AI, technical documentation, and video.
Content Strategy + Conversational AI + Accessibility + Technical Communication
Key Takeaway
Complex technology becomes useful when the content around it is designed for the person using it.
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