Finance, Insurance & Fintech
Case Study: UX Architecture & UI Design for HSBC Global Banking & Regulation
HSBC
Client Overview
HSBC Holdings plc, headquartered in London, is one of the world's largest banking and financial services organisations, with operations in over 60 countries and territories. It offers a wide range of services, including retail banking, commercial banking, investment banking, and wealth management.
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Customer Base
Serves over 40 million customers globally.
Global Reach
Operates in more than 60 countries and territories across Europe, Asia, North America, and Latin America.
Employees
Approximately 220,000 employees worldwide.
Revenue
Reported revenues of USD 58.5 billion in 2023.
Profit Before Tax
Achieved a net income of USD 12.3 billion in 2023.
Products & Solutions
Retail Banking and Wealth Management: Provides banking services, including savings accounts, mortgages, and insurance. Commercial Banking: Offers services to businesses, including lending, cash management, and trade finance. Global Banking and Markets: Includes investment banking, treasury, and securities services. Global Private Banking: Offers wealth management and private banking services to high-net-worth individuals.
Market Presence
HSBC is one of the largest and most recognised financial institutions globally, with a customer satisfaction score of over 85%.
Technology
HSBC is investing heavily in AI, machine learning, and digital banking services to enhance customer experience and streamline operations.
Industry Recognition
Recent acquisitions include the purchase of a 51% stake in India's Yes Bank in 2023.
The Challenge
HSBC needed to develop one of the most complex banking platforms ever built, which included the Global Standards, CDD, and ROS platforms. The challenge was to deliver these platforms in a very short timeframe, ensuring compliance with strict global regulations. Failure to meet the deadline could result in substantial fines and reputational damage.
Previous Approach
HSBC's internal teams were unable to meet the complexities of this project. To address this, they brought in specialists and architects to ensure the platforms were delivered on time and to specification.
Impact of the Challenge
The Solution
As the Head of UX, Lead UX Architect, and UI Developer, I was responsible for overseeing the entire end-to-end UX architecture and UI design. I led a team of 25 direct UX/UI designers and collaborated with 50 developers to execute the project. Key aspects of the solution included:
- End-to-end UX Architecture: Managed the complete UX process from initial planning through to final delivery, ensuring consistency, usability, and compliance across all platforms.
- UI Design & Development: Led the design and development of the user interfaces, ensuring the design was aligned with the business requirements and met all global standards.
- Team Collaboration & Leadership: Worked closely with cross-functional teams (including business analysts, developers, and product owners) to ensure that the business objectives and compliance standards were met, while also guiding my 25 UX/UI designers to deliver high-quality, user-centric designs.
- Design Strategy: Focused on delivering a consistent design language across mobile, tablet, and desktop platforms, ensuring seamless experiences for all users.
Key Deliverables
UX & UI Deliverables
- Desktop, Tablet & Mobile UX
- Business Requirements & Logic
- Information Architecture
- End-to-End Wireframe Design
- GUI & Design System
- High-Fidelity GUI Designs
- End-to-End UX Solution Journeys
- End-to-End Prototypes & UI Designs
Development Contributions
- UX Experience Design & UCD
- Research & Usability Testing
- Product Design Leadership
- Team Collaboration & Leadership
- UI Interface Design & Architecture
- Interaction Design Implementation
- Leadership Contributions in Usability & Accessibility
The Results & Impact
- The GUI designs for two complex platforms were successfully delivered on time with minimal errors, ensuring that the business met strict compliance deadlines.
- HSBC avoided fines and maintained its reputation by delivering the platform within the required timeframe, meeting global standards.
- The redesigned platform offered a user-friendly interface that was intuitive and efficient for both employees and clients.
- Effective collaboration across a large team (25 designers, 50 developers) ensured smooth execution, leading to on-time delivery and client satisfaction.