The HSBC call centre used a legacy system which combined up to 15 different screens and required staff to flick between these to answer customers’ queries.
The project’s aim was to combine the legacy system into one UI that could be easily navigated, resulting in quicker responses and cutting both employee training time and customer call time.
Below demonstrates how a customer service representative would go through the process of blocking a customer’s credit card.
Working as the lead UX designer, and using Sketch, my team devised a simple way of blocking, replacing or reissuing a credit card across multiple accounts.
The project was partly Miami-based to attend client workshops and to oversee the digital output of a production agency in West Palm Beach.