TD Mobile Pay at Dream Payments

Improving the process of bulk removal of card readers by decreasing processing time and reducing likelihood of errors.

Role

User Research, Strategy, Wireframes, Design

Platform

Desktop, Mobile Responsive

Category

Finance, SAAS

Year

2021
Intro
In 2021, I worked on the beta version of TD Pay, a mobile app designed to simplify payment processing for local merchants. Our small team of two comprised of a Product Manager, Chris Heidjens and myself, Product Designer.

For this project, we worked on a web application where I led design and user research while partnering closely on product strategy to help shape an experience that streamlined how TD operatives deactivate card readers and manage their payment workflows.
Challenges TD had Encountered
Every month, TD operators faced the tedious task of individually deactivating batches of up to 150 payment terminal devices. Operators scanned each device serial number separately and manually logged the data. This process was cumbersome, error-prone, and time-consuming.
How we solved the problem
From Tedious Entry to Effortless Batch Processing
We transformed what was once a slow, repetitive task into a smooth, effortless flow.

Instead of typing serial numbers one by one, operators can now simply paste up to 150 at a time straight from Excel or a text file.

Communicating Error States appropriately
We took time to imagine every situation a user might face while performing a bulk removal from pasting invalid data to losing connection mid-process or selecting the wrong entries.

Instead of leaving these moments to chance, we designed thoughtful system responses for each one.
Taking Precaution Communicating Error States appropriately
We took time to imagine every situation a user might face while performing a bulk removal from pasting invalid data to losing connection mid-process or selecting the wrong entries. Instead of leaving these moments to chance, we designed thoughtful system responses for each one.

Every message and prompt was written to guide users forward with clarity and reassurance, turning potential frustration points into moments of confidence and control..
Learnings
Constant Validation > Designing in Isolation
Observing how operators actually handled deactivations enabled us to design for these specific set of users.
Real users often work in chaotic environments.
Guardrails Are Just as Important as Features
The irreversible nature of deactivating the card readers forced us to think deeply about safeguard features.
Designing confirmation flows that make users pause and reflect proved more valuable than adding new functionality.
Small Teams Can Move Fast When Roles Are Clear
Working in a two-person team meant every decision mattered. The Product Manager and I wore multiple hats from discovery to testing to strategy.
Clear ownership during the process helped us avoid friction and maintain speed.
Impact Summary
90% reduction in manual input time
Operators could now process up to 150 serial numbers in one action instead of logging each device individually.
Error rate decreased by over 70%
Automated input validation and sanitization drastically minimized human error during bulk deactivation.
Improved user confidence
Clear error messages, confirmation flows, and email audits made the process more transparent and predictable.
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