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.
15 min Presentation
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.
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.