Increasing online security for HSBC's customers

Increasing online security for HSBC's customers

HSBC is one of the world's oldest and longest running financial institutions based in Hong Kong. With the increase in online banking usage and under regulatory law, their customers were required to provide up-to-date personal details in order to protect them from fraud and financial crime.

HSBC is one of the world's oldest and longest running financial institutions based in Hong Kong. With the increase in online banking usage and under regulatory law, their customers were required to provide up-to-date personal details in order to protect them from fraud and financial crime.

Category
UI design

Agency
AnalogFolk

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Design thinking

Under the friendly name of 'Safeguard', the idea was to collect the data by pushing gentle reminders to customers upon logging into their online banking account. This approach was taken to allow customers time until it reached a critical point for them to give the information. To overcome the barrier of those not wishing to give their details voluntarily, online banking services would be restricted until they complied.

Under the friendly name of 'Safeguard', the idea was to collect the data by pushing gentle reminders to customers upon logging into their online banking account. This approach was taken to allow customers time until it reached a critical point for them to give the information. To overcome the barrier of those not wishing to give their details voluntarily, online banking services would be restricted until they complied.

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Solution

User journeys were designed and mapped out from initial launch to future phases. With the additional information, a customer's online banking account would benefit from personalisation and the ability to implement progress indicators for financial services such as applying for a mortgage, setting up new accounts and moving abroad. Ultimately, the concept of Safeguard was rolled out to customers albeit in a slightly amended format of completing an online form.

User journeys were designed and mapped out from initial launch to future phases. With the additional information, a customer's online banking account would benefit from personalisation and the ability to implement progress indicators for financial services such as applying for a mortgage, setting up new accounts and moving abroad. Ultimately, the concept of Safeguard was rolled out to customers albeit in a slightly amended format of completing an online form.

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