DIGITAL CX AWARD WINNER 2022
Overview
HSBC is a global bank across many countries in the world.
When I joined HSBC in 2021, I was managing an ongoing project that focused on digital account opening and onboarding in the UK. I worked with teams in London, Hong Kong, and India.
In 2022 we launched the app. As a result, it has won multiple rewards such as:
- SME Banking Awards (Bronze Award Winner)
- Digital CX Award Winner 2022
The Challenge
BUSINESS –
The project involved a traditional bank transitioning its account opening process to a digital platform, allowing customers to open bank accounts online rather than having to visit a physical branch. The aim of this project is to improve customer experience, increase efficiency, and reduce costs associated with the account opening process.
DESIGN -
One of the challenges was to ensure that the digital account opening process was user-friendly and accessible to a broad range of customers, including those who may not be tech-savvy or have limited internet access. Our team focused on designing a platform that is easy to use and understand, with clear instructions and support available for those who need it.
The bank also faced challenges in adapting its existing processes and infrastructure to support the digital account opening platform. This required significant investment in technology and resources, as well as a re-evaluation of the bank's existing processes and policies.
INTEGRATION –
Overall, while there were challenges associated with transitioning to a digital account opening platform, the potential benefits, such as improved customer experience and increased efficiency, make it a worthwhile investment for banks looking to remain competitive in an increasingly digital world.
Solution:
Award-winning HSBC Kinetic
mobile app
As for any digital product that we have built, we first do lots of research, work with data analysts, create hypotheses, collaborate with various stakeholders, and combine user needs & pain points with business goals. Then, we create wireframes, UX & UI, work with our internal research team, and make the experiences better.
The success of the digital account opening platform was recognized by the industry, with the platform winning several awards for innovation and customer experience. Overall, the solution proved to be transformative for HSBC, enabling the bank to remain competitive and relevant in an increasingly digital banking landscape.
£2.2M
NEW CUSTOMERS
£10M
SAVED IN COSTS
12% +
REVENUE GROWTH
More projects:
