HSBC Mobile App – Global Notifications

HSBC RBWM is a Mobile App used by millions of customers worldwide.

Created a white-label notifications system for global use, offering streamlined information delivery across various regions.

Problem

Users were unable to see their banking activities unless they logged into the Mobile App. Also, the Mobile app without notifications was a passive experience and to drive engagement and keeping users informed it was imperative to introduce a new Notifications platform.

Solution

To build a notification design framework to be used globally by HSBC Retail Banking apps that would allow users to view their banking activities at a glance and not be required to login to the Mobile App to see activities such as recent spend, credit limits and fraudulent activities amongst others.

Working with

Product Manager

Design Manager

Designers

Technical Architect

Legal

Risk

Marketing

Platforms

Mobile App

Roles and Responsibilities

Onboarding & Registration

The first iteration was the minimal viable product which had the bare minimum features for release. This was the basis to educate onboard and register users for the notifications service. Working with the cross functional teams running requirements workshops and lean UX to produce a fully fledged journey and solution.

Use cases

Using the above design methodology we identified use cases for specific notifications based on customer and business requirements workshops such as overdraft limit, travelling abroad or updating personal details plus others. With design states and journeys were produced to showcase how each solution would work and ensuring we have stakeholder buy in to take the idea forward into development.

Lab user testing

Testing use cases with a third party usability agency I created overall testing scenarios and tasks for the user to accomplish and the outcomes we would like to see. These were then incorporated into the final designs. In this specific use case we received feedback that inline form editing was difficult for the user to input their information. So we decided to create an overlay solution to input updated data per field.

My Project Deliverables Output

Initially I was hired on a 3 month contract, which then was extended by another 6 months, then another 3 months.

Created a white-label notifications system for global use, offering streamlined information delivery across various regions.

  • Phase 1
    • Consisted of creating an MVP solution for the UK market which included Onboarding to the service, educating the user, transaction made, transaction received, Homepage notification area.
  • Phase 2
    • Consisted of applying the MVP solution to a global environment for rollout in the Mexico and Hong Kong markets with more countries to follow. Ensuring that the design was flexible and localised to each country based on their language and applicable use cases.
  • Phase 3
    • Creating blue sky concept notification use cases such as Financial Goals, Know your customer, Over your credit limit, Amount spent (x time), Travelling abroad, FX calculator plus others.