New feature design for a global mobile banking platform.
HSBC’s cumbersome login process was a known pain point for users. The proprietary 2-factor authentication was designed for a desktop world, where users logged in only occasionally, and always had their ‘Secure Key’ handy. I worked on a new feature called ‘Balance Peek’ which enables mobile users to access their balance with speed and ease, pre-login.
My role on the project
Responsible for evolving the initial concept in to a robust feature, ready for development by HSBC’s internal teams. I delivered detailed annotated wireframes, created prototypes and worked alongside a visual designer to help solve some of the design challenges posed by complex requirements.
Despite the client’s enthusiasm for the concept proposal, security concerns in certain markets resulted in challenging requirements being added to an otherwise simple looking feature. This was particularly the case during for the activation of the feature, which is opt in. To tackle the design challenges posed by these requirements, where no obvious pattern existed for us to fall back on, we geared the design process towards prototyping, iteration and early user testing, making heavy use of Marvel, which was at the time a relatively new tool.
In the UK, Balance Peek has had entire advertising campaigns dedicated to promoting the feature, so they must be pretty happy with how it turned out.
Available on request.