To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of HSBC HK.

Project Structure

Objectives

HSBC HK Business Express is a mobile app that evolves business banking for the digital age. It provides e-banking services that user can manage their business finances anytime, anywhere without going to the branches. Also, it targeted to achieve omnichannel between the desktop website and mobile App to encourage users to use this new platform without a long learning curve and feel frustration.

Persona

SME Business Man

Research & Insights

Research

In this project, we implemented several research methods to get users’ needs and thoughts. We tried to apply design thinking in brainstorming ideas and organizing the research data.

Desktop research of banking apps

Workshop

Customer feedback from surveys

Usability testing

Insights & Discover

• Explore online registration method that users can register the banking service on mobile without going to a branch
• Make the mobile app as a supportive tool to support desktop functions, e.g. upload documents and authenticate for login
• Explore the opportunity of mobile phone or App in more secure ways to increase the mobility, instead of relying on a hardware (token), e.g. Face ID, to remember the device ID
• Advance the primary user and secondary user functions to make business workflow more fluent
• Improve transaction service with better UX and progress tracker, to increase user's ability to self-checking and reduce the call center's workload

Flows

Achievement

Before (2018)

These are the rating and comments about this App on the App store before I joined it.

After (2020)

After a few releases and revisions, the rating has increased and the comments become more positive.

Showcase

My Role

• As one of the UX designers in the team mainly responsible for the research, design layout, and develop prototypes
• Report the design to different parties, including foreign department

Reflections

Further develop my skills

This was my first project in the workplace after graduating with my bachelor's degree. There is no doubt that I realized my weaknesses in different perspectives, e.g. communication skills, and software skills. To make others believe and trust my specialize, I have to further upgrade my skills and be more confident. Also, not only I should keep myself up to date and think widely in the soft skills, but also I should be proficient in different software in the hard skills.

Learn from others

As one of the designers in the team, we might take part in different areas of the job. That was the chance for me to learn from them, especially in the part I was weak on. I could listen to their presentation and try to put myself into their perspective, to compare and evaluate it. When it was my turn, I was always open to discussing and taking their feedback to keep improving my work.