HSBC HK Business Express

Our client, the largest bank in Hong Kong would like to enhance their business banking app (BizExpress).
Digitalise banking services, allowing SME customers access to their bank account no better where they are.

Role
Senior UI/UX designer

Year
May 2022 - Jul 2022

Team
2 BAs / 10 Engineers / 2 Designers

Project management
Scrum

The problem

Currently in BizExpress, there’s only an “Offer” page displaying all offers within a page with no filter and categories. Therefore the bank would like to do an enhancement - centralizing all offers and promotions which allows users to browse and apply within the section easily.

Roles and responsibilities

I am the designer for BizExpress app and work closely with a junior. I am the designer on revamping this feature and worked closely with mobile, offer’s product owner and desktop designer.

Design Process

We have received customer feedback, when they saw the offers online but they have no clue where to find those offers after they have logon. Hence our client would like to have an Offer section which allows users to explore more offers.

I have gather the pain points on existing offers design:

We did some research within and outside the banking industry and based on the findings come up with wireframe and layout.
In order to understand user feedback on the new design, we have conducted a usability test with 8 respondents.

Summary of the usability test result

Filter function: Helpful in shortlisting relevant contents
Save function: Appreciate being able to save offers for later view, as they prefer to understand more with desktop view
Limited attention span: Consider viewing 4-5 offers is appropriate

Therefore we have revised our design based on user’s feedback:

Revamped offers is scheduled to be implemented in 2023 due to tight resources.
It is interesting that compared with retail customers, commercial banking users tend to use mobile banking for emergency/simple banking activities rather than browsing/exploration.
View in app Store