Digital customer onboarding
In August 2015 I joined the HSBC Digital as a UX Lead in the “Originations” cross-functional team. Our mission was to design and build digital customer onboarding solutions for retail banking (Accounts, Credit Cards, Personal loans and Mortgages).
As part of the Global Digital team, we worked closely with each market to ensure a tailord solution for each region.
End to end User Journey for the Account Opening application
Following multiple workshops with legal, compliance and business teams, we managed to create a golden standard for customer onboarding (a reference journey). This was only only the beginning; before we develop the application for each market, we did extensive User Research as well as additional workshops with the local business to ensure that our solution fulfils the needs of the local market.
Using 3rd party services to fast-track background screening, utilities like Optical Character Recognition and Post-code look-up, help completing the online application faster and reducing user errors, hence improving the overall user experience.
