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Deceased Estate Research

Project Objectives

01

Review the user experience of the Dealing with Bereavement page along with the surrounding offline processes.

02

Conduct research with HSBC customers/staff members who have been through this process and learn what parts of their experience could be enhanced.

03

Make UX recommendations across the lifecycle.

User interview

HSBC provided a list of staff members to contact, leading to four in-depth interviews that I facilitated and documented. I conducted the meetings via Zoom and utilized Otter.ai and Dovetail for transcription and analysis. The interview script and key analysis are shared here for your reference.

UX Advanced Research Report

For this project, I conducted interviews with HSBC staff members and performed secondary research. I then synthesized these insights into a comprehensive report, outlining key findings and actionable recommendations.

View the full report below for a detailed account of the research findings and recommendations.

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15 min Presentation

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In the final week, I delivered a 15-minute presentation to share my findings and recommendations. I highlighted key pain points and areas needing improvement, using an interaction diagram and service blueprint to illustrate my points. The full presentation deck, designed with Canva, is below for review.

Declan Lavendar,
Head of Deposits, FX & Payments
at HSBC Australia

"Your presentation was really good—well done. I particularly appreciated how you addressed the needs of international customers and language barriers, offering the most in-depth analysis on this topic. Your competitor analysis was also impressive, extending beyond banking and providing practical examples from other websites we could consider implementing. Overall, it was a thorough and insightful presentation. I have no further questions; you've covered all the important points effectively. Thank you for your excellent work."

Reflection

It was an honour to be involved in this high-profile corporate project and to interview the staff members provided by HSBC. Collaborating with my colleagues throughout the interview process was a valuable learning experience, and working on the interaction diagram and service blueprint underscored the importance of selecting the right tools for the design process. I was particularly impressed by how AI technology accelerated the analysis of our interviews. I'm grateful for this opportunity and for the guidance provided by my mentor, Sue, who expertly navigated us through this complex challenge.

Assessment by Mentor

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