Designing a global hub for payments at HSBC
Date
November 2023
Organisation
HSBC
Role
Design Lead
I designed a new vision for the mobile payments experience, guiding it from concept to implementation in three markets. A focus on UX research, information architecture, concept design, and global stakeholder collaboration to create a consistent, scalable framework.
The HSBC Payments Hub is a globally shared experience providing a central dashboard for all payment features in the mobile app
Descision fatigue & cognitive load
Over time, the HSBC mobile app experience had become a fragmented and inconsistent user experience. Users were overwhelmed with complex options, internal jargon, and unneccesary design variations. This created significant cognitive load every time a customer wanted to make a payment.
Creating a global framework
We set out to create a global, scalable payment hub that simplifies and reduces friction, helping customers complete tasks quickly and securely. Designed with both global and local needs in mind, the project brought together stakeholders from different markets.
Understanding jobs-to-be-done & mental models
Our research and design was centred around creating a jobs-to-be-done framework that balances consistency with local requirements. To understand pain points across the entire experience, we conducted a variety of research, including market analysis, UX benchmarking, surveys, card sorting, user interviews, and data analytics.
Flexible & scalable experience
The interaction design was shaped through collaboration with the design system team, and refined through iterative testing conducted in the UK, Hong Kong, and Singapore. We built everything in a modular approach, enabling customisation of widgets and entry points based on local needs.
Reduced time on task & improved customer satisfaction
Outcomes were measured both through qualatitive user testing, and with analytics data after each launch. There was significant reduction in time spent on tasks, highlighting a more intuitive experience. Additionally, overall customer satisfaction was also improved.