HSBC

Protecting customers
through better digital security

Agency
AnalogFolk

Role
UI/UX Designer

HSBC launched Safeguard in response to growing online banking adoption and evolving regulatory requirements, encouraging customers to keep their personal information up to date to help prevent fraud and financial crime.

As part of the initiative, I designed the end-to-end customer journey, introducing contextual prompts within online banking that gradually encouraged customers to update their details without disrupting their experience. The phased approach balanced regulatory compliance with usability, escalating reminders over time before restricting access to selected services when action became essential.

Beyond compliance, the updated customer data laid the foundation for more personalised banking experiences, enabling features such as progress tracking for mortgages, account applications, and international relocation services. While the final implementation evolved, the core principles of the Safeguard journey informed the rollout of HSBC's customer verification experience.