HSBC- Creating a further inclusive end-to-end service

Supporting HSBC to design for people in vulnerable situations 

Project aims:

Kinetic is a small business banking app that was recently launched by HSBC, the team were keen to ensure the service was an enjoyable, inclusive and supportive service experience.

Inclusively helped HSBC to design a further inclusive service experience for small business owners specifically in vulnerable situations.

Approach:

We supported the team to identify future possible service experience and inclusion challenges, for example, areas where support was not always easy to access for major life events E.g Death or power of attorney being put in place. 

Impact and outcomes:

Mapping inclusive service experience challenges

We supported the team to work towards a clear end-to-end service blueprint that also mapped key life events. We also led to the creation of a phased development approach to build ways of identifying and enabling customers to self identify care needs to reach the support they might require.

Inclusive service experience improvements prioritised and designed

A prioritised list of potential inclusive service experience challenges and potential solutions to better support people in vulnerable situations.