TD banking · Product Designer

Statement Tracking

Rebuilding the TD app's credit card statement so cardholders can see what's due, how much, and how much they've paid, at a glance.

~$118K Saved a year, from ~18K fewer support calls

My scope: Statement screen redesign, information hierarchy, and the value case that funded it
Timeline: 2022–2023
Worked with: Product, Engineering, UX Research

I redesigned the credit card statement in the TD app so a cardholder can see the three things they actually worry about, what’s due, how much, and how much they’ve already paid, at a glance instead of reading a wall of text to find them.

The old screen was faithful to the paper statement, and just as dense. Balance, due date, and minimum payment sat in a flat list with no priority, so every year more people called support simply to understand their own statement. I rebuilt it to be scanned, not read: the facts customers actually call about lead, a payment-progress bar shows whether you’re on track, and everything else discloses only when you go looking. The harder part was earning the engineering effort, so I used proxy research to put a dollar figure on the comprehension gap and prototyped the new experience so stakeholders could validate it rather than imagine it.

Three phones with the redesigned statement screen in sequence: the statement arrives with the progress bar empty, a payment lands and the minimum due is checked off, then the balance clears with a paid confirmation. — The redesigned statement, staged: balance and due date lead, the progress bar tracks the payment, and everything else waits until you go looking.

Outcomes

What shipped, and what it moved.

~18K fewer support calls a year after the redesign
~$118K annual cost saved from the drop in call volume
10/10 how one customer rated the new payment tracker in feedback

Perspectives

Why this project is worth your time, depending on what you came to evaluate.

Product leadership

I put a dollar figure on a comprehension gap, and that number is what funded the redesign.

With no budget for a full study, support-call volume and survey results served as proxies for the cost of confusion. Partnering with product turned that into a case engineering could prioritize, and the shipped redesign cut roughly 18K support calls a year, about $118K in cost.

Design

I rebuilt the statement to be scanned, not read.

The facts customers actually call about lead the screen: what's due, how much, and how much is already paid, with a progress bar tracking the payment and everything secondary behind progressive disclosure. One customer rated the new payment tracker 10/10 in feedback.

Engineering

The redesign asked engineering for real effort, so it arrived as a working prototype with a measured case, not a deck.

Technical feasibility was the project's hardest constraint. Stakeholders validated the new statement on a working screen instead of imagining it from slides, and because the case aligned user clarity with business value, the extra effort got prioritized.