HSBC Personal Account Opening

July 4, 2011

HSBC is the largest bank in the world. It is present in 82 countries, with 300,000 employees, and over 100 Million customers.

In the last few years, HSBC has been working to unify the processes and tools they use on a global scale.   Since each country and business unit has its own set of laws and regulations, this was a challenging task.

One core process that required attention was Account Opening. This is perhaps the most important process to a Bank as it is key to attracting new customers.  HSBC wanted a solution flexible enough to be used everywhere by anyone. Easier said then done.

This 2 year project involved a great deal of user research and a number of designs to create a process that was customer focused. It will be a fresh image for the bank. Out with all the “groan-inducing” paperwork we usually associate with banks. In with simplicity.

By streamlining the account opening process and ensuring that only necessary information is captured – without complicated jargon – HSBC has a solution. This solution is tried and tested to work globally. This new process will be adopted over the next few years, and HSBC is confident that their new Account Opening System will result in massive market share gains.

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