HSBC
Get Connected
PROJECT
Strategy & proposition
Digital platforms
Future service vision
ROLE
Lead UX/UI Designer
As HSBC began its transition to a DevOps model breaking down silos and placing technology at the heart of the customer experience. I was brought in as a Lead UX/UI Designer to shape the vision for a new internal collaboration platform.
Background
Technology teams across the bank were addressing similar challenges in isolation, with limited visibility of shared work or expertise. This led to duplicated efforts and minimal collaboration.
To support the organisation’s evolving ways of working, we envisioned a platform where DevOps pods could share knowledge, showcase work, and connect globally helping embed Agile and DevOps practices at scale.
Role and approach
My role encompassed experience strategy, user research, and UX/UI design. I worked closely with engineers, stakeholders, and end-users, adopting a collaborative, iterative approach.
All design decisions were rooted in genuine user needs, identified through interviews and workshops. We transformed these insights into concepts, wireframes, journey maps, prototypes, and high-fidelity UI, crafting a scalable, user-centred platform aligned with business goals.
1.0 Requirements gathering
I engaged with technology staff around the world through interviews, surveys, and workshops to uncover their challenges. Common themes included frustration with duplicated work, lack of visibility, and no clear mechanism to connect or learn from others.
These findings helped us identify key user cohorts and their specific needs.
2.0 User research
In close collaboration with engineers, stakeholders, and users, we defined and prioritised core journeys around discovery, collaboration, and learning.
We designed and tested wireframes for features such as pod directories, story-sharing modules, and skills databases. These were iteratively refined through user feedback to shape a simple, scalable MVP.
The tone of the platform was intentionally human and accessible, with a focus on clarity and openness. Every structural and visual decision supported behaviours of connection, contribution, and continuous improvement.
Business insight
HSBC was undergoing a global shift towards DevOps, aiming to modernise technology operations and cultivate a collaborative, agile culture. However, siloed teams and duplicated efforts were hindering progress.
A shared platform was essential to connect teams, highlight internal talent, and support broader transformation goals.
Customer insight
Technology staff across regions expressed a sense of disconnection and frustration with repeated work and limited opportunities to share or learn from peers. Many were eager to collaborate and grow, but lacked the tools to do so.
There was a clear need for something more transparent, connected, and human.
Experience vision
Design a platform that enables global DevOps teams to connect, learn and share, making invisible work visible, highlighting expertise, and supporting a culture of openness and continuous improvement.
A simple, approachable interface would bring this to life, setting the stage for behavioural and cultural change at scale.
3.0 Definition and vision
I facilitated a series of workshops using LEGO® Serious Play® (LSP) to uncover deep insights into processes and pain points. This hands-on approach allowed participants to build metaphors using LEGO bricks, encouraging them to express complex ideas and visualise improved solutions.
The workshops fostered open communication, alignment on shared challenges, and co-designed journeys grounded in real-world experiences.
Following this, I created and validated wireframes and prototypes with users.
4.0 Design execution
The final platform brought HSBC’s DevOps vision to life, connecting global teams and promoting collaboration.
With features like the Pod Connector, Connected Stories, and Join the Dots, users could share insights, showcase work, and track progress across initiatives.
A Learning and Development Hub offered training resources, while managers could review skills to support growth and team formation.
Optimised for desktop and mobile, the platform empowered staff across all regions.
