TorCHI  Toronto Region Computer Human Interaction

TD Bank's Experience Strategy & Design Research Panel

  • 07 Mar 2018
  • 7:00 PM - 8:30 PM
  • RS 208 (Rosebrugh Building), 164 College St.

SOLD OUT: We have reached room capacity. Thanks to those who have RSVP'd. See you tonight! 

TD Bank's Experience Strategy & Design group is composed of designers, strategists, and content writers who work on public and employee facing products, including online & mobile banking, wearables, and ATMs. The Design Research team is housed alongside this group and provides research expertise and support to all design teams (and the rest of TD Bank). Design research takes principles from psychology, engineering, and design to better understand how users interact with physical and digital artifacts around them.

TD’s Design Research team brings years of experience, a diversity of skills, innovative research methods, and state-of-the-art technologies to help us study, document, and understand our customers. We seek to determine their unarticulated needs, how and where they interact with our properties, and how to provide a positive customer & employee experience.

In this presentation/panel you will hear from selected members of the Design Research team who contribute to our research projects. We will provide some best practices in dealing with multi-source data and some case studies of our experiences working within a financial institution.

Presenter Bios

Gary Fernandes: Gary established the Design Research group at TD almost 8 years ago and has continued building it up ever since. During this time, he learned much about (and continues to learn) how to get executive buy-in for user research, collaborate with marketing research, and build out a talented and diverse team of researchers.
A life-long researcher, Gary has two degrees in Psychology. His B.Sc. (University of Toronto, Mississauga) focused on Developmental Psychology. Gary’s M.A. (Carleton) was in Human-Computer Interaction and his master’s thesis was in Aesthetics in web design.

Debbie Chan: Debbie Chan is a Design Research Manager with TD Bank Group.
Debbie leads a team within the bank's Digital Channel responsible for conducting Human Factors research to enable evidence-based strategy and design decisions. This research informs all customer and employee-facing touchpoints for banking, investing and insurance across TD’s websites and apps.
Debbie received her Bachelor of Applied Science degree in Industrial Engineering from the University of Toronto with a specialization in Human Factors and a minor in Bioengineering.

Ryan Kealey: Ryan Kealey is the Research Scientist on the Design Research team.
Ryan is responsible for innovating our research and analysis methodology, education within and external to the team as well as fostering partnerships with academic institutions.
Ryan has degrees in both Psychology and Engineering (Human Factors). He studied Psychology and Neuroscience at McMaster University (HBSc & MSc) and Industrial Engineering (Human Factors) at University of Toronto (PhD + KMDI). His research interests include Psychology & Behavioural Science, Human Factors, Healthcare, and Statistics.

Angeli Humilde: Angeli Humilde is academically trained as an Anthropologist. She completed her graduate degree in Sociocultural Anthropology at York University, and has completed ethnographic research in Canada and Asia.
Currently, she is a member of the TD Design Research team where she brings her ethnographic lens and anthropological expertise to the team. She is especially interested in the unintended social and cultural consequences of technology.

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