The HSBCnet Business Banking application project is an ongoing project with RMA Consulting that involves a significant design and development effort. The bank’s objective is to replace all the HSBC tools that each national entity created to satisfy their customers. HSBCnet will represent the online business banking tool for HSBC worldwide. Each feature I worked on had several stakeholders, product owners, business analysts, and had to satisfy different national regulations. This created an extremely challenging environment which compelled me to gather as much information as possible from each party before proposing improvements that would satisfy all of the legal and business requirements.
To verify each improvement is a step in the right direction, I worked periodically with HSBC and set up prototypes for User Testing Interviews. I built interactive prototypes to test how they performed with experienced users, as well as to verify how new features are used and perceived by users. The prototypes were made to be high fidelity with a focus on micro-interactions, such as opening and closing of animations, or visualization of tips and error messages.
The “Payment Beneficiary management” feature represents a specific example of how customer requests helped the business prioritize different requirements. It also demonstrates that any solution had to respect several business guidelines and national regulations.
The “Preview rate” feature provides another example of a feature that needed a redesign. Users can request a real-time rate from the bank. The ordered price is available only for a short window of time. Understanding the main pain points for the user (e.g., need to read all the small prints before actually committing to the rate) allowed me to quickly improve the feature and solve a significant issue for the users active in the forex market.