Product Design
Unified Onboarding
Collapsing four separate account-opening flows into one adaptive path that respects what the bank already knows about you.
- Client
- TD Bank
- Role
- Product Designer
- Duration
- 6 months
- Reading time
- 6 min
Product Design/Research/Design Systems/Accessibility/Product Design/Research/Design Systems/Accessibility/Product Design/Research/Design Systems/Accessibility/Product Design/Research/Design Systems/Accessibility/
Systemic impact
- 4 → 1
- Flows consolidated
- -38%
- Median time to complete
- AA
- WCAG conformance across the flow
Context
Four doors into the same room
Each product line had grown its own application flow. Customers re-entered the same information up to three times, and every team maintained its own validation rules.
I mapped all four end to end, then rebuilt them as one adaptive path with a shared step model.
Every question we removed was a question the bank could already answer.
Outcome
Fewer steps, more trust
Progressive disclosure replaced the wall of fields. Existing customers now skip identity verification entirely, and the flow degrades gracefully for screen readers and low-bandwidth sessions.
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