HSBC — DAVE MULLEN

As Head of Design and Creative for HeathWallace (a WPP digital agency) I was responsible for leading multiple project teams while also acting as a hands-on Product Designer. Projects ranged from tactical improvements to existing customer journeys all the way up to large global programmes. I led design teams that supported the HSBC global design function, helping to define standards, create new product journeys, and explore emerging technologies.

HSBC EXPAT EXPLORER

Expat Explorer provided a digital hub for expats looking to understand what it’s really like to live and work abroad. The core experience was driven by data from a global survey of more than 27,000 Expats in over 100 countries, with questions covering economics, experience and family. The survey data powered a highly interactive country comparison tool, allowing expats to compare international locations based on their personalised lifestyle needs.

The unique content created for Expat Explorer also provided the opportunity to extend the HSBC design dystem with new data visualisation components. My team’s work on Expat Explorer 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).

HSBC NEIGHBOURHOODS

HSBC were exploring new ways to support customers through 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.

I led an expert team to create a proof of concept that demonstrated the value of the matching experience and explored the 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.

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.

I teamed up a technical architect and expert developers 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.