Case Study: HSBC improves global digital banking UX with Optimal Workshop

HSBC increases mobile banking engagement and cuts support costs with Optimal Workshop

HSBC, a global financial institution, faced challenges in delivering consistent and user-friendly digital banking experiences across its diverse regional markets. These included fragmented user experiences, complex navigation, and difficulty prioritizing mobile app features. To address this, HSBC turned to Optimal Workshop, utilizing its Card Sorting, Tree Testing, and First-click Testing tools to gain strategic UX insights.

Optimal Workshop's platform enabled HSBC to implement a systematic global research strategy. This included testing digital navigation, prioritizing mobile app features, and validating new product concepts like virtual cards. The results for HSBC were significant, including reduced abandonment rates on key journeys, lower customer support costs, increased mobile engagement in competitive markets, and improved risk management by validating concepts before full investment.

HSBC