UX, UI, Product Design Lead, UX Research, mobile and web browser
HSBC account applications
My role
UX and UI Design lead
UX Designer
User Researcher
Tools
Sketch
Invision
Platform
Mobile and Web Browser
Leading the design of onboarding experiences
During my time as Product Design Lead at HSBC I lead the product and UX design of all account opening journeys globally across the bank.
Managing a team of 5 designers and working closely with research I helped to define the optimum onboarding journey for all the HSBC products including the application of bank accounts, credit cards, overdrafts and loans.
Goals
Create a global design system for onboarding
Reduce the question set during onboarding
Drive design consistency across the HSBC account opening and product application journey globally
Outcomes
An agreed onboarding experience defined across the bank
Question set reduced by 50%, reducing time on task and increasing conversions to product applications by 36%
Empowering the design team to deliver consistent onboarding experiences
Creating a Blueprint for all HSBC account opening journeys
I used journey maps and blueprints to build a shared understanding with stakeholders and help align journeys across continents. Working closely with user researchers, ux copy writers, legal and technical teams I created journey blueprints to not only make all HSBC account and product application journeys consistent, globally across the bank, but also help us design new journeys more efficiently.
Global Onboarding Blueprint
I designed and implemented the below global onboarding blueprint for all account opening and application journeys across HSBC. This was used for the basis of all future onboarding UX and UI Design work across globally distributed teams, to drive consistency to all onboarding user experiences across the bank.
I created a Blueprint for all Account opening journeys
Contributing to the HSBC Design System
By leveraging the HSBC UI Design System with the journey blueprints, the design team is empowered to quickly create new account opening journey designs that give users the best experience.
The onboarding blueprinting system I developed saw strong stakeholder buy in and was adopted by other teams across the bank, into the design system and continues to help design teams at the bank to bring more unity to customer experiences.
HSBC design system
UI Design
New bank account application journey wireframes
UX/UI Design
Mobile application journey UX/UI