TD Odyssey

Enterprise UX • Responsive Application
Overview
When a customer walks into a bank and tells a teller they've moved, updating their address sounds straightforward. In practice, the change can affect multiple records, accounts and mailing destinations, each with its own requirements.
As part of the UX design team working on TD's proprietary Odyssey platform, I designed the Address Change experience for branch customer service specialists serving the US market. The challenge was to make a complex, account-aware process manageable within the existing customer profile, without disrupting the teller's workflow.
The challenge
A customer's legal address and mailing addresses aren't necessarily the same. They may have multiple deposit accounts, debit cards and individual mailing destinations, each requiring separate consideration.
The experience needed to accommodate different combinations of address changes, including:
• Updating a legal address independently.
• Applying a new legal address to all mailing addresses.
• Changing all mailing addresses together.
• Updating individual mailing addresses using an existing address.
• Updating multiple mailing addresses independently or together.
• Handling customers without eligible deposit accounts.
The workflow also needed to account for address standardization through the US Postal Service (USPS), account eligibility, unavailable address information and unsuccessful updates.

The approach
Rather than moving the teller into a separate application or full-page workflow, the address-change experience was designed as a modal launched directly from the customer's profile.
The existing customer profile remained in context while the teller completed the update.
I worked through seven happy-path use cases, mapping the different combinations of legal and mailing address changes and the decisions required at each stage.
The modal supported two responsive breakpoints: desktop and tablet. Its height expanded to accommodate the content required by each scenario, with progressive presentation of the workflow and the ability to scroll back to previously displayed information.
Interaction design
The complexity wasn't simply in capturing a new address. It was in helping the teller understand which records would be affected and how those changes related to one another.
The experience included:
Legal and mailing address relationships
Tellers could update the legal address independently, apply it to all mailing addresses, or manage individual mailing addresses associated with eligible accounts.
Address selection and reuse
Existing addresses could be selected for reuse, while new mailing addresses could be entered individually or applied across multiple accounts.
USPS standardization
An optional standardization step allowed the teller to review the USPS-formatted address. This was treated as an additional service rather than a mandatory condition of completing an address change.
Account awareness
The interface displayed associated accounts and mailing destinations, including contextual information such as pending customer offers.
Designing for failure
In a banking environment, error handling is part of the core experience, not an afterthought.
I mapped error scenarios within the modal, identifying where errors should appear, when they should be presented and what information the teller needed to resolve the situation.
These included:
• Legal address update failures.
• Mailing address update failures affecting individual accounts.
• USPS standardization service failures.
• Existing mailing addresses that could not be retrieved or displayed.
An important consideration was allowing the teller to continue where possible. For example, an unavailable existing mailing address did not necessarily prevent the teller from entering and saving a replacement.
I also worked with the product owner to identify relevant application-level interruption scenarios, including session timeouts, access restrictions and system errors. These used the existing Odyssey modal components and visual patterns.
Collaboration and delivery
I developed the interaction flows and detailed UI states in Figma, working with product owners, analysts, the systems designer and developers to resolve requirements, edge cases and implementation considerations.
The resulting designs documented the different use cases, expected interactions, error conditions and supporting modal states, providing a production-oriented reference for development.
The outcome
The Address Change experience brought a multi-scenario banking operation into a single contextual workflow within the customer profile.
Rather than treating address updates as a simple form submission, the design accounted for the relationships between customer records, deposit accounts and individual mailing destinations, while making exceptions and unsuccessful operations visible to the teller.
The project demonstrates my approach to enterprise product design: understanding the underlying business logic, translating it into manageable interactions, and accounting for the less obvious conditions that determine whether an experience works in practice.
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