HSBC App
This case study describes experience gained by team members across prior roles and engagements.
05/05 All projects
The project
This case study reflects experience gained through involvement in the design and evolution of a large-scale mobile banking app within a global financial institution in the UK. The work focused on mobile banking design and UX/UI improvements for a consumer-facing mobile banking application used by millions of users.
Design Thinking and Lean UX methodologies were applied within a highly Agile environment to improve clarity, usability, and performance across critical mobile banking app journeys, including login, payments, transfers, and account management.
What we did
Mobile banking UX/UI, user research, personas, workshop facilitation, IA, flows, interactions, low fidelity wireframes, high fidelity designs, prototyping, user testing, accessibility, Design system
Impact
4.8 App Store rating
Mobile banking app usability improvements formed part of a broader initiative that coincided with an increase in App Store ratings from 1.9 to 4.8 stars.
- 6M+ users
- The improved mobile banking experience supported continued growth from approximately 1.5M to over 6M active mobile app users.
- 12× faster
- Core mobile banking app flows were streamlined, contributing to significant performance improvements.
- 6× release frequency
- Clearer UX/UI structure enabled more frequent mobile banking app releases.
- Faster task completion
- Users completed essential mobile banking tasks such as payments and transfers more efficiently.
- Higher engagement
- Simplified dashboards encouraged more frequent interaction with the mobile banking app.
- Reduced support tickets
- Clearer mobile banking UX helped reduce customer confusion.
- Financial confidence
- Improved visual hierarchy supported better understanding of finances within the mobile banking app.
In use
The product as it was shipped, captured as it renders.
Mission
The mission was to shape a trustworthy and intuitive mobile banking app during a period of increased reliance on digital banking. By simplifying information architecture and refining interactions, the experience reduced friction and helped users manage money confidently through a well-designed mobile banking interface.
Key challenges
- Multiple user types
- Designing mobile banking UX for diverse global audiences.
- Legacy UX problems
- Resolving outdated and inconsistent mobile app flows.
- Complex login
- Reducing friction in secure mobile banking authentication.
- Stakeholder alignment
- Aligning global teams around mobile banking priorities.
- Localization consistency
- Ensuring consistent mobile banking experiences across markets.
Objectives
- Create a modern, intuitive mobile banking app
- Align teams around clear mobile banking journeys
- Reduce friction in login, balance checks, and payments
- Support scalability across mobile platforms
- Improve satisfaction and reduce complaints
Process
The mobile banking UX/UI design process combined usability testing, heuristic analysis, and iterative prototyping. Core mobile banking app journeys were mapped, friction points identified, and flows refined to improve clarity, speed, and reliability.
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01
Research & insights
Stakeholder interviews, system audits, competitor analysis, and user research uncovered key mobile banking usability issues.
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02
Ideation & wireframes
Low-fidelity mobile banking flows were created and aligned through collaborative cross-functional workshops.
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03
Hi-fi designs & prototyping
High-fidelity mobile banking UI designs were produced and validated through rapid prototyping.
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04
Testing
Early mobile app releases reached tens of thousands of users, enabling data-informed improvements.
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05
Accessibility
Remote usability testing of the mobile banking app identified mostly minor accessibility issues, which were addressed quickly.
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06
Design system
Structured mobile banking user flows and wireframes were translated into interactive prototypes to support rapid validation.
What we learned
Designing a mobile banking app at scale requires balancing security, regulation, and usability. Continuous user validation and fast feedback loops proved essential during periods of rapid digital adoption.
