In collaboration with HSBC

Goal
Deliver quality and consistency across HSBC digital products to instil trust and credibility amongst customers, offering a reliable online banking experience.
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Role
Managing and maintaining HSBC’s Design System used by over 200 designers globally. Working closely with delivery teams on digital banking transformation projects to ensure cross-functional alignment and adherence to the Design System toolkits. Setting up Agile ceremonies to support collaboration and remove barriers across global design teams.
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Result
Reduction in design and development effort from the reuse of Design System components, enabling teams to deliver features faster. Over a six-month timeframe (Nov 2024 - Apr 2025), there was a 40% reduction in design-debt tickets due accelerated Design System adoption tracked via Figma Analytics.

Sort & Filter

Case study

The cost of communication in large organisations such as HSBC can have significant impacts on the customer experience due to global teams designing in silos.

Problem
We uncovered inconsistencies in the Sort and Filter experiences across HSBC’s online banking platforms, resulting in disconnected and unmet user expectations due to the lack of a unified approach.

Solution
After consulting global delivery teams, we established a standardised, scalable user experience for designers to implement and reuse across all digital products.

To better understand the problem space, I facilitated a cross-functional workshop with sixteen design representatives across Wealth, Retail, and Private Banking business functions. The workshop identified the inconsistencies present and helped define the requirements needed to unify the Sort and Filter experiences.
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The workshop began with competitor analysis benchmarking industry standards. Followed by an internal audit of existing Sort and Filter experiences to pinpoint discrepencies within our current online banking.

From this research, we brainstormed and categorised requirements into ‘must-have’ and ‘nice-to-have’, clearly defining the scope that needed standardising.

The workshop findings were synthesised into guidelines, reviewed by peers and copywriters, and then published in the HSBC Design System.

Establishing a familiar set of sort and filter interactions introduced consistency in how users sort and filter app data, which could then be applied across all HSBC digital products.

Unification mini-sprints like this one, help the Design System iteratively improve and standardise universal capabilities over time, leading to improved quality and consistency of our digital products.