Synthesis - Cutting through to find insights…
Affinity Mapping
The synthesis stage involved a process of categorizing user profile responses with common themes:
All findings and quotes from interviews were imported into miro, sorted by insights and and colour coded by target user group.
Barriers and Pain Points Of each group were identified, with direct quotes as evidence for every theme.
The findings analyzed were explored further to group under five key themes.
Because frontline don't deal with the cases that frequently , staff not as confident when dealing with those scenarios.
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We have to actually verify the person in-person. Otherwise if they where to go to other HSBC group they could potentially be verified. But I have not experienced that we receive these requests either mail or electronically. It is always walk-in notification.
We do have a tool to get help which refers back to the contact center. But I don’t think they would be able to give any more info then we could in a branch.
The process currently feels a bit disjointed. It would be much more efficient if we had a unified approach, with one standard template for all departments instead of each department using its own template. This standardization would help streamline the process and reduce confusion. It would be better if we had a single team for this.
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I researched as part of a team of 10 and, under the consultation of a senior designer, led the ideation and creation of a solo project from discovery to final recommendations.
HSBC Process for managing Deceased Estate UX Research
Goals:
Propose UX improvements that enhance the entire user journey from notification of death to estate resolution.
Include specific requirements to support front-line staff in their role.
Measure of Success:
Creation of a seamless and compassionate user journey aligned with the HSBC brand, particularly during the stressful time of dealing with the death of a loved one.
Improved processing times and positive feedback from HSBC staff.
Responsibilities:
User Research: Conducted comprehensive user research, including interviews with HSBC customers
and staff, to gather insights and identify pain points.
Data Analysis: Analyzed qualitative data to inform design decisions and validate findings.
Documentation: Created detailed documentation of research findings, design iterations, and final recommendations to communicate effectively with stakeholders.
My Role: UX Researcher
How I worked with the team:
Collaboration with a team of 12 researchers.
Direct consultation with a Senior Designer.
Coordination with cross-functional stakeholders, including members of the HSBC Customer Advocacy team and front-line staff.
Given that customers infrequently use HSBC’s bereavement page, our research included a thorough analysis of institutions that demonstrate best practices in managing bereavement pages. This approach provided valuable insights and informed our suggestions for enhancing HSBC's bereavement page.
We also took insights from the Banking Code Compliance Committee (BCCC) report, published in June 2023, which examined the practices of six banks in managing deceased estates. This approach gave us a panoramic view of the entire process of managing deceased estates, providing valuable insights and informing our suggestions for enhancing Deceased Estates process.
