Work │ 03. HSBC — Product/Market Fit, Product Design & Governance
Zero-to-one Digital Platform
Client
HSBC Global Banking & Markets (via CAPCO)
Focus
MVP to Product/Market Fit to Scaling for Growth
Product innovation and UX — Led the product design and governance of 20+ new products bringing cost savings and new revenue
Innovation and Design Leadership, Strategy, UX Research, Product UX-UI Design, Design Thinking Sprints and Workshop Facilitation, Prototyping, Website Design, App Design, Capability Building, Design Systems and Governance.
Problem Space
➔ Having played a key role in phase 1, I was asked to lead the product/market fit and product design phase for the new platform in phase 2 and thereafter
➔ To fully ensure the vision was brought to life with the necessary foundations put in place for sustainable future growth
➔ I also built and scaled a new in-house remote global design team and design governance practice with team members located in China, Edinburgh, Hong Kong, London, and Singapore
Objectives
Connectivity
Make it as easy as possible to do business with HSBC.
Data Consistency via the Data Mesh
Unlock the power of data to drive operational efficiencies and new applications for customer data.
Customer Experience
Deliver a consistent world class customer experience for digital products and services across all touch points.
My Role
➔ Leadership, product/market fit, UX, innovation and design, software expertise
➔ Vision, strategy and organisation principles creation
➔ UX research
➔ Design direction
➔ Product UX/UI design
➔ Design thinking, workshop facilitation and training
➔ Stakeholder management
➔ Build a new global cross-functional design team from scratch
➔ Establish a new product and design governance practice
➔ Roadmap planning and communication strategy
What I Did
➔ I led the strategy and design of a market-leading platform in the post-trade transformation space
➔ Built an entire in-house design team and design governance practice from scratch in 2 months
➔ Delivered 20+ new products bringing cost savings and new revenue opportunities
➔ Defined the vision, strategy, guiding principles, structure and operating model
➔ Created a bespoke approach to accelerate outcomes via design sprints and design thinking
➔ Partnered with HSBC stakeholders (product, sales, technology) and client customer users to unlock business growth and enhance customer engagement through a user research and insight-led innovation lab
Methodology
Approach — Innovation Themes
Approach — Incremental Innovation via the Design Thinking Methodology and Design Sprint Framework
Outputs
I developed the strategy aligned to the needs of the organisation, shaped the position of the team within the organisation, defined the operating model, worked hands-on designing products, created the platform for an environment that inspired creativity and ensured outputs and outcomes met the highest standards.
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Built a New Design Team
➔ Design team north star, strategy, structure and operations
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Defined Guiding Principles
➔ Strategic principles provided the foundation for future success
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Established Design Governance
➔ Maximising speed to market
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Set-up a Customer Research Lab
➔ Bringing teams closer to customers
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Led Product UX/UI Design
➔ Hands-on future state target UX + end-to-end UX/UI design and leadership for 21 apps
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Brokered a New Design System
➔ Ensuring consistency and coherence of the user experience
Further Highlights
Impact and Outcomes
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Reduced Time to Market
Reduced time to market of new digital experiences from ‘months to weeks, to days, to hours’ providing higher value at a lower cost and effort.
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Empowered Customers
Empowered clients with self-serve capabilities to improve efficiencies and reduce operating overheads.
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Frictionless User Experiences
Provided best-in-class frictionless digital, data solutions and user experiences, enhanced the value proposition, increased client retention and revenue opportunities.
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Improved Customer Adoption
Due to continual engagement and collaboration with internal teams and customers (JP Morgan, M&G Investments, Schroder's, amongst others) the quality of the product UX and customer adoption significantly improved.
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UX as a Key Differentiator
Embedded design-led approaches for innovation into the delivery teams based in China and Hong Kong through training, coaching and mentoring ensuring customer needs and goals fundamentally informed development.
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Scaled Design
I built a permanent in-house multi-location design team responsible for product innovation and design governance.
The examples of work have been selected to provide a snapshot of my portfolio. Due to client and employer confidentiality issues, some of the examples may be limited in detail and I can only provide a specific number of examples. However, I would be available to share my case studies and other samples of my work in more detail in a meeting or a portfolio showcase context if this would be of interest.