Open an account from anywhere, anytime without visiting a branch!

HSBC introduced a mobile account creation feature that enables Hong Kong clients to establish a banking account through the Mobile Banking application without going to the branch.


Disclaimer: Due to the non-disclosure agreement, I am limited in the amount of work I can show.

Client:

HSBC HK

Role:

UI/UX Designer

Year:

2020

The Challenge

The previous attempt of launching took over 2 years, which rendered the design outdated and incompatible by the time of launch. With urgency in mind, the bank recruited a Hong Kong-based team to revamp the entire user journey experience. We used the design sprint method to complete the MVP of the project in just 6 months. 

Goal

HSBC aimed to overhaul its mobile account creation process following the initial launch. Our goal is to simplify banking for clients and improve the user experience. By identifying the problems, we were subsequently able to highlight these additional business objectives:

  • Reduce overall application duration by optimizing the user flow

  • Enhance the components of the design system for future projects to adopt

Process

We conducted few design sprints before fully initiating the overhaul project. The design sprint approach is a 5-day procedure for addressing crucial business issues through design, prototyping, and validating concepts with customers. Drive significant improvement all at once:

Map -> Sketch -> Decide -> Prototype -> Test

Expedite comprehension of users and conserve time while streamlining communication. After outlining our objectives alongside stakeholders and pinpointing pain points, we sketched and settled on two top ideas, converting them into prototypes. We invited users to perform usability testing on the pair of prototypes during contextual interviews.

We conducted few design sprints before fully initiating the overhaul project. The design sprint approach is a 5-day procedure for addressing crucial business issues through design, prototyping, and validating concepts with customers. Drive significant improvement all at once:

Map -> Sketch -> Decide -> Prototype -> Test

Expedite comprehension of users and conserve time while streamlining communication. After outlining our objectives alongside stakeholders and pinpointing pain points, we sketched and settled on two top ideas, converting them into prototypes. We invited users to perform usability testing on the pair of prototypes during contextual interviews.

We conducted few design sprints before fully initiating the overhaul project. The design sprint approach is a 5-day procedure for addressing crucial business issues through design, prototyping, and validating concepts with customers. Drive significant improvement all at once:

Map -> Sketch -> Decide -> Prototype -> Test

Expedite comprehension of users and conserve time while streamlining communication. After outlining our objectives alongside stakeholders and pinpointing pain points, we sketched and settled on two top ideas, converting them into prototypes. We invited users to perform usability testing on the pair of prototypes during contextual interviews.

We conducted few design sprints before fully initiating the overhaul project. The design sprint approach is a 5-day procedure for addressing crucial business issues through design, prototyping, and validating concepts with customers. Drive significant improvement all at once:

Map -> Sketch -> Decide -> Prototype -> Test

Expedite comprehension of users and conserve time while streamlining communication. After outlining our objectives alongside stakeholders and pinpointing pain points, we sketched and settled on two top ideas, converting them into prototypes. We invited users to perform usability testing on the pair of prototypes during contextual interviews.

How Might We

  1. Better frame the questions and copies

  2. Simplifying the clutter and introducing autofill functions

  3. Identifying customer needs and providing the right solutions

Let's brainstorm and test it!

Given our objectives and insights, we have developed two prototypes with different directions to determine which idea works best for our users. We have recruited individuals to participate in contextual interviews and usability testing in lab.

What have we done to meet the user needs

Besides accelerating the user interface, we also made some implementations to improve the user experience:

  • Use biometric technology to validate their identity immediately 

  • Reduce input error with Optical Character Recognition (OCR) capability 

  • Benefit from the convenience of predictive text capability 

  • Enable users to search for their address to simplify the interaction

  • Gain instant approval where applicable

Outcome

  • Reduce the average account opening process time by over 150%, from 13 minutes to 5 minutes.

  • This project served as a basis and gold standard for similar account opening projects across HSBC worldwide.

Let’s

work

together

Let’s
work
together
Let’s
work
together
Let’s
work
together

Drop me an email!

I'm currently available for new work. Let me know if you're looking for a product designer. Let’s talk about the next big thing!

I'm currently available for new work. Let me know if you're looking for a product designer. Let’s talk about the next big thing!

I'm currently available for new work. Let me know if you're looking for a product designer. Let’s talk about the next big thing!

I'm currently available for new work. Let me know if you're looking for a product designer. Let’s talk about the next big thing!

© Gloria

© Gloria

© Gloria

© Gloria

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