HSBC Private Banking

Managing wealth in a single place.

I led the UX strategy and delivery for Wealth View, HSBC Private Banking’s flagship web and mobile platform for ultra high net worth (UHNW) clients. A single digital product enabling clients to invest directly in key global equity markets, access exclusive market news and insights, connect with relationship managers and review investment proposals.

Overview

Role

Global UX Lead, strategy, stakeholder influence, hands-on design, design team leadership.

Tools

Sketch, InVision, Mural, Confluence, Jira, Google Analytics.

Team

Lead UX Designer (me), Senior UX Designer, Senior UI Designer, Product Owners, Business Analysts, Front‑end Developers, Relationship Managers.

HSBC Private Banking needed to modernise and consolidate its fragmented digital touchpoints across web and mobile into a single, elegant solution for ultra high net worth (UHNW) clients. The challenge was balancing premium simplicity with complex functionality especially for self-service trading and curated research access, while managing expectations from multiple global stakeholders.

My bilingual fluency in English and Cantonese proved essential in aligning distributed teams across the UK and Hong Kong. I also navigated time zone differences through well planned and consistent communication with the design lead in Hong Kong. Additionally, I approached cultural differences in the Hong Kong office with utmost sensitivity and respect, fostering strong collaboration and trust.

The Challenge

Approach

1. Discovery and Strategy

Led a global design team across London, Hong Kong, and Geneva, created a shared vision and design principles rooted in luxury, clarity and trust.

2. Research & Benchmarking

Conducted competitor and market analysis to identify best in class experiences. Ran co-creation workshops with senior stakeholders and relationship managers to inform design direction.

3. Early Prototyping   

Circulated an early prototype to showcase design direction to senior leadership. This created alignment, captured early feedback and provided confidence in the design approach.

4. UX and UI Design

Led the design team and provided hands on support to create wireframes and visual designs. Setup and led regular progress meetings with global senior stakeholders.

5. User Testing & Iteration

Continous testing with relationship managers to validate design decisions. Iterative changes were made based on usability insights to resolve areas of confusion or friction.

6. Design Systems & Delivery

Unified mobile and desktop components under a shared design system, collaborating closely with HSBC central design, developers and QA for smooth handoff and governance.

  1. Achieved a seamless cross‑platform web and mobile experience for Private Banking clients.

  2. Improved time‑to‑trade and knowledge access with simplified information architecture and flows.

  3. Senior stakeholders praised the shift toward design‑led thinking.

  4. Project became a model for other internal HSBC digital initiatives.

  5. Bridged communication gaps between UK and Hong Kong teams through Cantonese/English bilingual collaboration.

  6. Effectively managed time zone and cultural differences to support productive global teamwork.

Outcome and Impact

The Vision

Establish a premium and luxury digital experience fit for Private Banking’s elite clientele.

Leading Ideation Workshops

Journey Mapping

Early Prototype

For alignment with senior stakeholders.

User Testing

Wireframes and Flows

Wealth View App

Promotional Video

Regular updates informing customers about new features.

“It was a delight to have worked with Martin whilst we were on an online trading project together at HSBC. I was always amazed at not only by his UX knowledge and technical expertise, but he was also very capable at stake holder management too. Martin has countless energy and patience, and would always come up with the best user-centred solutions very quickly. He was also very adaptable to change and was an amazing listener. I could always rely on Martin to come up with well researched solutions before each meeting.”

Shiny Leung
UX Design Manager