HSBC
Dealing with Bereavement
Year:
2024
Timeframe:
2 months
Tools:
User Interviews · Synthesis · Secondary Research · Competitor Analysis · Figma· Miro
Category:
User Research
Researching a Compassionate User Journey
This project focused on improving the user experience for customers navigating HSBC’s deceased estate process. The aim was to design a seamless and compassionate journey that reflects the brand’s values, especially during emotionally challenging times like the loss of a loved one.
Key Objectives
To evaluate and improve the end-to-end bereavement support experience by combining user and staff insights, with the goal of delivering a more compassionate, clear, and seamless journey.
Research findings & Recommandation
Streamline the initial user journey with a clear checklist and progress indicator, reduce back-office burden, and apply inclusive design best practices to support vulnerable users and overcome language barriers.
