Project showcase
Bill pay revamp
Context & problem: Previously, on our chequing and savings account details pages, customers could only see the total amount on hold, without any visibility into how many individual holds they had or when funds would be released. This lack of detail created frustration, as clients often requested a clearer breakdown of their held funds. The goal of this project was to provide both retail and business customers with a transparent and intuitive way to view their on-hold amounts.
What we did: We introduced a dedicated “On Hold” section within the transactions table, positioned above the “Deposited” section. This design makes it easy for customers to scan their hold information at a glance. By addressing a long-standing pain point, this update directly improved transparency and increased customer satisfaction.
Context & problem: Clients often print confirmation pages for record keeping, but the default browser print view distorted the content, resulting in unreadable pages and unnecessary ink and paper waste. This became one of the most common complaints on our site.
What we did: We added a print button to all confirmation pages and introduced a simplified black-and-white print view with a cleaner, more organized layout, helping customers save paper and ink. This small change greatly reduced complaints and improved overall customer satisfaction.
Context & problem: After activating a new card, clients are encouraged to fund their account immediately to increase the likelihood of a establishing a long-term relationship with the bank. Previously, funding was limited to transfers from another bank or account, or by depositing a cheque. To expand options in order to improve retention, we introduced the ability to fund accounts through direct deposit.
What we did: We made a centralized direct deposit and void cheque page that's accessible from the fund-account flow, universal search, and account settings, increasing findability and providing another alternative method for customers to fund their accounts right away.
Context & problem: This was part of our larger effort to build a modernized online banking platform and sunset the legacy system. The transfer between accounts flow is a major feature that had to be refreshed as part of this effort.
What we did: We refreshed the design and layout of the transfer flows—Transfer Between Accounts, Edit Transfer Details, and Cancel Scheduled Transfers—using our updated design guidelines. This ensured a more modern and cohesive customer experience.
Context & problem: As part of our larger effort to build a modernized online banking platform and sunset the legacy system, major features had to be redesigned and rebuilt from the ground up. Since Interac e-Transfer is one of the most frequently used features, it was critical to bring this functionality into the new platform with a refreshed and consistent experience.
What we did: I led the end-to-end redesign of the Interac e-Transfer flow, covering Send Money, Request Money, Transfer History, Manage Contacts, Reclaim an e-Transfer, Fulfill a Request, and Edit e-Transfer Details. This work took place in parallel with a system migration project that was updating core services, which introduced multiple timeline extensions and delays. Despite these challenges, we successfully delivered a modern, streamlined experience for one of our most heavily used features.