Launch of Mobile Messaging
CLIENT: HSBC | WORK: Mobile Messaging | DISCIPLINES: UX/UI DESIGN
THE VISION
I joined the Communications Hub at HSBC to help the delivery of a complete new product - Mobile Messaging.
Mobile Messaging comprised of push notifications and its onboarding and notifications management. These notifications would provide users instant notifications of payment made and received, balance updates and overdraft use alerts.
MY ROLE
My role as a UX/UI Lead was to work closely with Product Owner, BA and Tech Designer to understand requirement, project planning, design process and delivery to development teams.
I was able to co-ordinate the design team to deliver designs tasks - ux brief, workshops, ODI sessions, user testing, design reviews - and arrange sign off with stakeholders.
THE APPROACH
This product was created following the Outcome-Driven Innovation (ODI) process, which allowed the conception and development of Mobile Messaging. The great thing about this process is it looks to identify the needs of customers before creating a product idea. Once the needs are identified, it looks for suitable solutions.
THE SOLUTION
What we found was, users wanted to know about their daily account(s) transactions, so they felt in control of their financial wellbeing and able to avoid charges, penalties and get alerted about any fraudulent activity.
Our initial push notification followed most typical fintech companies:
• Time and Date • Amount • Pay in / Pay out • Type of transaction • Account • Merchant
After running some user testing sessions, it was clear that providing information about their account activity just wasn’t enough, users had the information and no option to take action. It was clear there was a need to provide relevance to the information as well as available actions.
After running a few more internal sessions, we decided to add additional information with our notifications, which would enable users to take action relevant to their notification, there were as followed:
• Display balance update with their transaction notification • Report fraudulent transactions straight from notification • Move money into account if in planned/unplanned overdraft • Access to notification preferences
Adding this additional information, not only provided context, but allowed users to understand this impact of a transaction and useful actions to take.
Mobile Messaging transaction notifications was initially launched in the United Kingdom and Hong Kong in January 2020. Other countries were to follow suit.