CLIENT ONBOARDING
took months
What if onboarding
your biggest corporate client
before any real work
even began?
For HSBC’s largest B2B clients, onboarding wasn’t just complex
It was slow, opaque, and operationally exhausting.
hours
days
weeks
months
Implemented digitalised onboarding for 20+ tracks globally
Process
For HSBC SmartServe, I led a risk-aware, enterprise UX strategy that balanced regulatory complexity, stakeholder alignment, and user trust to deliver a clear, accessible, and build-ready B2B onboarding experience
Discover and understand
conceptualise and ideate
design detail
approval and adherence
front end build support
hand over validation
continuous dev support
Wireframing and prototyping
User Interface design for web and mobile apps
Usability testing and user feedback analysis
Interaction design and micro-animations
Research
I conducted focused 1:1 deep research with stakeholders and POs, combining qualitative insights with quantitative journey analysis to identify key pain points in B2B onboarding. These insights guided product direction while balancing user needs, business constraints, and delivery feasibility.
understanding The reality
This was not a design problem, but a system problem
Extremely long onboarding timelines
Physical forms, emails, and manual reviews
Weeks just to initiate onboarding, followed by additional processing time
High operational burden
RMs and CMs spent significant time chasing information
Repeated clarifications and unclear ownership
Fragmented user experience
Different onboarding approaches across regions (GB vs CMB)
Inconsistent templates, data requirements, and flows
Design & collaboration challenges
Design work spread across Sketch and Invision
Fragmented files, limited standardisation, and collaboration friction
Strong constraints due to banking regulations and preset design system
Manual heavy process
Huge reliance on RM's and CM's to collaborate with clients, build relationship & onboard
THE SCALE OF
IN THE SYSTEM
complexity
Designing for one client meant designing for many systems
Different segments
GB & CMB have different approaches performing same function
Multiple accounts
That function for various Mastergroups
Multiple regions
Across the globe with different compliance needs
Multiple entities
That function for various Mastergroups
PROBLEM STATEMENT
Large B2B client onboarding was slow and manual, taking weeks due to fragmented processes & regional compliance complexity.
A scalable, digital-first solution was required to improve clarity, transparency, and speed at global scale.
Design
The B2B onboarding design followed a standardized, enterprise-grade process aligned with HSBC’s design language and component system. Flows were iteratively refined using reusable design system components, with reviews and approvals through a central design team to ensure consistency, compliance, and intuitive user experiences at scale.
ux approach
CONSTRAINTs
DESIGN SYSTEM
The project relied heavily on HSBC’s design system to deliver consistent experiences across regions and tracks. I collaborated closely with cross-team designers to evolve components, introduce responsive enhancements, and define new usage patterns, supporting a scalable and standardised design foundation.
I designed within HSBC’s enterprise design system across multiple tracks, collaborating with global design teams to enhance components, improve responsive behaviour, and introduce new usage instances—ensuring consistency while supporting complex, scalable onboarding needs.
I designed within HSBC’s enterprise design system across multiple tracks, collaborating with global design teams to enhance components, improve responsive behaviour, and introduce new usage instances—ensuring consistency while supporting complex, scalable onboarding needs.