HSBC

The project

Across 2020/21, Bunnyfoot worked with HSBC on a retainer basis, during this time I was one of the leading consultants. I worked with various teams in HSBC across the UK, Singapore, India, Hong Kong and the Philippines. Working with a client for over 12 months gave me the opportunity to work across all aspects of the business, giving me an in-depth insight into the product process within a high-profile banking institution.

What I did

Due to the nature of this relationship with the client my role often varied. When in the UK, I tested various prototypes in a lab environment, reporting and then presenting this back to HSBC teams which often included project owners, heads of design and product designers.

When testing the Asian market this was done remotely and required me to work with UX experts in their local area for translation and recruitment. Depending on the project, I interviewed and conducted usability testing with participants and worked with product owners to present this back to wider HSBC product teams. Working with such a high-profile bank, I had the opportunity to work on a wide variety of projects. These varied from explorative research into users’ perceptions of investing, testing security features on the HSBC app, managing money, purchasing credit cards and exploring and testing features that puts HSBC in line with challenger banks.

Challenges

Working with a retainer client in this manner brings challenges. Working on various projects week to week required quick learning, often on very complex topics such as banking security and compliance. Working with different teams can be fast-paced and also requires short turn-around times.