Gloria Chiu

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

HSBC introduced a mobile account creation feature enabling Hong Kong clients to establish a banking account through the Mobile Banking application.

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

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

HSBC introduced a mobile account creation feature enabling Hong Kong clients to establish a banking account through the Mobile Banking application.

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

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

HSBC introduced a mobile account creation feature enabling Hong Kong clients to establish a banking account through the Mobile Banking application.

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

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

HSBC introduced a mobile account creation feature enabling Hong Kong clients to establish a banking account through the Mobile Banking application.

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

Client:

HSBC HK

Role:

UI/UX Designer

Year:

2020

Client:

HSBC HK

Role:

UI/UX Designer

Year:

2020

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The previous attempt of launching took over 2 years, which rendered the design outdated and incompatible by the time of launch.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 2 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

Better frame the questions and copies
Simplifying the clutter and introducing autofill functions
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.

Solution

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

Enable autofill personal information
Enable users to search for their address to simplify the interaction
Optical character recognition during the ID capture process

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.