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.
Solution
There's something that we can do to improve by…
Better frame the questions and copies
Simplifying the clutter and introducing autofill functions
Identifying customer needs and providing the right solutions
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.