Connecting people, platforms and portfolios
HSBC Private Banking’s digital products reflected an organisation split across departments. Siloed ways of working made a cohesive experience for clients and staff difficult.
I led the multichannel experience workstream, mapping the service landscape and shaping a direction across brand, platforms and collaboration. My Wealth journeys made that direction tangible through portfolio views and performance analysis.
HSBC Private Banking · 6 min readHSBC's private banking legacy structure naturally led to siloed ways of working, which was evident in its digital products.
With its increased business and IT maturity, a highly confidential project was underway to bring digital products, clients and staff “under one roof” with the aim of a cohesive experience.
I led the workstream to help achieve the goal of creating a multichannel experience. The team consisted of a Project Manager, UI Designers, Business Analysts, Stakeholders, and Investment councillors.
Breathe life into private banking
Leveraging a single brand experience, harmonising how the bank is experienced from marketing through to product usage.
Linking mobile, tablet and desktop for cross-journey experiences across the investment management process for clients and staff.
Collaboration experiences aim to integrate the client and investment team into one unified digital platform.
Starting from within
With fragmented experiences across the board, Private banking's multiple domains needed an understanding of inter-department gaps leading to subpar client experiences.
Duplication of work, loss of data, lack of collaboration
Critical areas and products within the business that required support
How connecting client needs with investment services creates a more coherent banking experience.
To respect client confidentiality, project details are password protected.
Need the password? Request access