Finance, Insurance & Fintech
Case Study: UX & UI Design for HSBCnet Authentication and Payment Features
HSBCnet
Client Overview
HSBCnet is the digital banking platform of HSBC, designed to meet the financial needs of corporate and institutional clients worldwide. Providing secure, innovative, and efficient solutions, HSBCnet enables businesses to manage their global finances seamlessly.
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Customer Base
Serves over 2 million commercial banking customers, including sole proprietors, partnerships, clubs, associations, incorporated businesses, and publicly quoted companies.
Global Reach
Available in over 58 markets, connecting clients across Asia, Europe, North and Latin America, the Middle East, and North Africa.
Employees
Supported by a workforce of approximately 211,304 employees globally (2024).
Revenue
Continuously enhanced through integrations and innovations to meet the dynamic needs of global businesses.
Profit Before Tax
Not publicly disclosed.
Products & Solutions
Offers services like cash management, trade and supply chain solutions, securities services, and global market access.
Market Presence
As part of HSBC Group, one of the world's largest financial institutions, HSBCnet serves a wide range of corporate, financial institution, and government clients globally.
Technology
Utilises advanced security measures, including multi-level fraud prevention, to ensure safe and reliable online banking.
Industry Recognition
HSBCnet is recognised for innovation and excellence in corporate banking services, earning accolades globally.
The Challenge
HSBCnet aimed to redesign the authentication and payment features for its platform on both iOS and Android. The objective was to improve the user experience for secure access and seamless payment processing. This required simplifying complex user flows, ensuring ease of use, and adhering to strict security standards, all while delivering a cohesive, user-friendly interface.
Previous Approach
Before this project, HSBCnet's authentication and payment processes lacked consistency across platforms and were cumbersome for users. The existing security features were effective but not optimised for ease of navigation, and the mobile experience was fragmented, leading to a suboptimal user experience.
Impact of the Challenge
The Solution
As the Lead UX Designer, I worked alongside a team of 18 professionals, collaborating between Canada and the UK. The solution focused on:
- End-to-End UX Design: Designing the entire user journey for authentication and payments, from login to completing transactions, ensuring consistency and security throughout.
- UI Design & Development: Creating intuitive user interfaces for both iOS and Android platforms, streamlining complex security features into simple, user-friendly processes.
- Cross-Team Collaboration: Coordinating with teams in Canada and the UK, ensuring alignment between design, development, and business goals to deliver a unified solution.
- Strategic Recommendations: Delivering strategic guidance on best practices and opportunities for improving overall user experience, which served as the foundation for half of the project.
Key Deliverables
UX & UI Deliverables:
- Authentication and Payment Feature Designs for iOS and Android
- Business Requirements & Logic
- Information Architecture
- High-Fidelity Wireframes and Prototypes
- UI Design System and Guidelines
Development Contributions:
- UX Experience Design & UCD
- Research & Usability Testing
- UI Interface Design & Architecture
- Interaction Design & Implementation
- Leadership in Usability & Accessibility
- Team Structure & Collaboration
The Results & Impact
- Successfully redesigned the authentication and payment features, providing a streamlined, secure, and user-friendly experience across iOS and Android platforms.
- Improved usability for both business and personal users, making security processes simpler and more efficient.
- Strategic recommendations led to enhanced user engagement and a more consistent experience across platforms.
- On-time delivery, meeting all security and compliance requirements while improving the overall user journey for HSBCnet users.