HSBC
For over a decade I’ve been solving design challenges for HSBC, one of the world’s largest banks with more than 38 million customers in 66 countries. Projects have ranged from tactical improvements to existing customer journeys all the way up to large global programmes. As Head of Design and Creative for HeathWallace (a WPP digital agency) I was responsible for the efficient running of multiple project teams while also acting as a hands-on Design Director. Our design team also supported the HSBC global design function, defining standards, creating new product journeys, and exploring emerging technologies.
HSBC EXPAT EXPLORER
2017 saw the tenth anniversary of Expat Explorer, a digital hub for expats looking to understand what it’s really like to live and work abroad. The experience is based on data from a global survey of more than 27,000 Expats in over 100 countries, with questions covering economics, experience and family.
Since it’s launch my team at HeathWallace continued to build upon the success of the original country comparison tool, finding new and exciting ways to bring the survey data to life. In my role as Creative Director I was responsible for the addition of features including in-depth Country Guides and campaigns focused on Careers and Family life.
The unique content created for Expat Explorer has also provided the opportunity to extend the HSBC Design System with new data visualisation components. The HeathWallace team’s work on Expat Explorer has enjoyed success with awards including ‘Best effect on business goals’ (UXUK Awards 2015) and Financial Services category winner/Chairman’s Grand Prix (Marketing Excellence Awards 2013).
MY ROLE ON EXPAT EXPLORER
Design/Creative direction
Strategy and planning
Requirements capture
Workshop facilitation
Idea generation
Wireframes
Prototyping
UI Design
HSBC NEIGHBOURHOODS
HSBC wanted to explore ways to support customers throughout the home buying process in order to increase brand consideration in the mortgage market. The HSBC Neighbourhoods proof of concept connected customer needs with location based data (transport, education, lifestyle, property values) to inform the decision making process.
As Head of Design and Creative for HeathWallace, I teamed up with technical and UX experts to create a proof of concept to demonstrate the experience and technical feasibility. Using third party data sources including Gov.uk, Zoopla and Google, ’Neighbourhoods’ was designed to deliver accurate results to match potential locations with lifestyle preferences. Customers would be able to compare neighbourhoods using criteria such as commute time, access to schools and the availability of local services.
MY ROLE ON THE NEIGHBOURHOODS PROJECT
Creative direction
Idea generation
HSBC HOLOLENS
As an HSBC design partner, HeathWallace provided expertise and guidance on ways that emerging technology can improve customer experience. VR and mixed reality offer immersive experiences and levels of engagement way beyond desktop and mobile. Microsoft Hololens is a holographic headset, enabling users to interact with high‑definition holograms in the real world.
As Head of Design and Creative for HeathWallace, I teamed up technical experts to create a proof of concept to demonstrate how the Hololens experience could give banking customers a unique way to explore their financial goals. We ran workshops with the HSBC stakeholder team to identify mixed reality opportunities and define the scope. Next came a detailed storyboard for the end to end customer journey which provided a blueprint for the final build. The Hololens proof of concept was built using the Unity platform and was showcased to HSBC product teams to inspire further experimentation in emerging technology.
MY ROLE ON THE HOLOLENS PROJECT
Creative direction
Idea generation
Storyboarding
© 2022 Dave Mullen