HSBC is planning on introducing a digital repository to the Desktop and Mobile banking application called the ‘Digi Vault’ where they will store banking related documents, such as onboarding documents, statements, etc. The aim is to help customers and HSBC towards a sustainable business by reducing the need to send out and store paper documents.
At HSBC, we needed a better way for high-net-worth clients to securely store and access important financial and personal documents. The existing process was a mix of emails, manual steps, and outdated systems—not ideal for clients who expect smooth, secure digital services. It was clear we needed a single, easy-to-use platform that put privacy and convenience first. My goal was to help design a secure Digital Vault experience that felt simple, modern, and aligned with the premium service HSBC clients expect.
Digital Business Banking is seeking to introduce a digital repository of banking related documents to help customers and HSBC towards a sustainable business by reducing the need to send out and store paper documents. HSBC would like to gauge the appetite for Digital Vault to be provided to customers via the Desktop and mobile app, and obtain feedback on whether customers are likely to opt in or whether they would consider vault to add little value.
As a first step to gain a deeper understanding of both the product vision and business goals, I conducted a series of interviews with key stakeholders, including product owners, BAs, and relationship managers. These sessions helped uncover valuable insights about client expectations & internal challenges. I was able to align the design strategy with business priorities—like client trust, data security, and ease of use—while also identifying opportunities to improve the overall user journey. This early collaboration laid a strong goals for the design process moving forward.
I conducted a competitor analysis to understand how other private banks and fintechs—like Barclays, Citi Private Bank, and emerging wealth platforms—were handling secure document storage. I looked at features like user experience, security protocols, sharing capabilities, and overall design approach. This helped identify gaps in HSBC’s current offering and inspired ideas to streamline the vault experience, making it both more user-friendly and competitive in the high-net-worth digital banking space.
After numerous sessions with stakeholders, product owners, and initial user research, I created high-fidelity wireframes for a user survey to understand user expectations and gather feedback. This ensured that all parties are aligned with both user and business goals, setting a clear direction for the next steps in development.
We posted a survey on the Business Innovation Lab for 1 week. Over this period 60 members accessed the survey, with 54 qualifying to take part (i.e. they use online business banking). The survey covered:
Overall reactions to the concept are positive:
Creating the user interface involved multiple iterations and concept explorations
