HSBC

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

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

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

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

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

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

Challenge/Problem Overview

Challenge/Problem Overview

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

Design Sprints

We conducted 2 design sprints prior to 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.

Discovering Solutions and Unlocking Resolutions

There's something that we can do to improve by…

  1. Better frame the questions and copies

  1. Simplifying the clutter and introducing autofill functions

  1. Identifying customer needs and providing the right solutions

Our Solutions

Open your account under 5 mins

Open your account under 5 mins

Streamlining the extraneous steps to improve the account creation process to under 5 minutes with straightforward actions.

Autofill info

Autofill info

Optical character recognition during the ID capture process

Simplify input

Simplify input

Allow users to find their address to streamline the experience

Instant start

Instant start

Receive funds and start banking instantly 

Get in Touch

Get in Touch

Get in Touch

Ready to collaborate on your next big thing or simply interested in saying hello? Reach out and let’s make it happen!

Ready to collaborate on your next big thing or simply interested in saying hello? Reach out and let’s make it happen!

© 2023 Gloria Chiu

© 2023 Gloria Chiu