Case Study

HSBC Global Banking & Markets

FlexRate

Background

FlexRate is a multicurrency pricing and dynamic currency conversion service initially launched to ATM providers and merchants.

In the ATM space, FX FlexRate processes international transactions in the cardholder's home currency, providing immediate visibility into transaction amounts for travelers who use their credit and debit cards abroad. HSBC implemented the FX FlexRate service across its own ATMs prior to the London 2012 Olympics.

The FX FlexRate multi-currency pricing (MCP) and dynamic currency conversion (DCC) commercial banking service is intended to better support online businesses by allowing their international customers to pay in a range of currencies, including their own, from anywhere in the world. The rate will be fixed there and then online, rather than waiting for the bank to set it when processing the credit card transaction later on, which could give treasurers and other corporate or bank customers more certainty on large trades, as well as giving consumers immediate accurate pricing.

The Product Owner of this new service had previously worked on a similar service for a competing bank and was keen to bring this service offering into HSBC Global Banking & Markets.

To on-board a customer at this competitor bank could typically take up-to half a day due to tedious manual data entry.

The Task

I was hired as the sole UX Designer to design an application to enable customers to be on-boarded to use the FlexRate service, also with the aim to improve the process for the user by reducing their workload and manual input error rate.

Process

Discovery Phase

Coming soon.