HSBC project

HSBC is a leading global bank serving millions of customers worldwide. In the UK, it supports approximately 600,000 business clients, and globally, it serves over 2 million commercial banking customers, providing a wide range of financial services to meet diverse business needs.

Problem to solve

As key journeys and features are being built...

How to make sure those are meeting user needs and expectations, while meeting business goals?
How to enable designers and product owners to make confident, evidence-based decisions?
How to reduce risk and costly rework?
How to protect and strengthen the bank’s reputation?

Defining a User Research Plan

I always begin by defining a clear research plan, which helps to materialise and frame the problem we are aiming to solve.

At this stage, I clarify the scope of the work, identify the target audience, and consider any constraints such as timelines, legal requirements, or technical limitations.

This structured approach ensures that I have the right foundation to outline the potentially most suitable research methods, set realistic timelines, and define meaningful deliverables that directly support the project’s goals.

Articulating hypothesis

I like to start by mapping out my own hypotheses to keep a fresh and unbiased perspective.

I then collaborate closely with Product Owners and Designers on a shared 'hypothesis mapping' exercise, which helps structure the approach and align the team from the start.

Identifying and preparing relevant research methods

I draw on my understanding of the project, its objectives, its target audience and the working hypotheses to shape my preparation.

I usually start by working independently, which allows me to clarify my own approach, before collaborating with the Product Owner and Designer to ensure we are aligned.

To minimise risks and refine the process, I always begin with a pilot before moving forward with a larger-scale test.

Monitoring and facilitating User Research activities

For moderated activities, I treat my preparation as a guide rather than a rigid script. Since I’m working with people, I approach each session with an open mind, focusing on listening and observing. I see participants as the experts and myself as the learner, which helps me create an atmosphere where they feel comfortable and confident to share their thoughts openly.

For unmoderated tests, I make a point of monitoring them regularly to ensure both the quality of the insights and that we reach a sufficient number of participants.

Analysing findings and generating insights.

This is often the messiest, yet most fascinating part of my work.

I start by documenting all findings and organizing them with a colour-coded system (e.g., green for opportunities, red for friction points, orange for items to investigate further).

This method allows me to quickly spot themes and trends, as well as isolated findings, making it easier to synthesise insights and move toward clear recommendations.

Synthesising and communicating

I see documentation as essential, not only to align the team, knowledge sharing but also to provide evidences that can influence internal conversations.

Whenever possible, I prefer to present my work directly, so I can address questions and ensure recommendations lead to concrete actions.

I also treat these moments of sharing as opportunities to foster a user-centered, evidence-driven culture and to advocate for users across the organization.

Making an impact

My work helps bridge user needs and business goals, creating products that are more intuitive, impactful, and valuable.

Business

▪ Business reputation
▪ Reduce risk and cost (eg. Rework)
▪ Competitive advantage
▪ Enable Innovation

Team

▪ Evidence led decisions

▪ Empathy

▪ Efficiency

▪ Confidence
▪ Better alignment
across team members
▪ Enable innovation

Users

▪ Improve user experience
▪ Increase satisfaction,
▪ Loyalty and trust
▪ Brand advocacy