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This case study has won a Global Business Excellence award and was 'Highly Commended' in this year’s NMA Effectiveness Award 2010.
Foolproof has been HSBC’s only contracted worldwide user experience and user-centred design agency since 2006.
The Mortgages project was initiated in summer 2009 with an initial review of the existing process. This drew on insights from an ethnographic study of mortgages shoppers conducted by Foolproof (OSS Mortgages), data analytics, and other extant user research we had conducted for the client.
This established the need for a thorough re-evaluation of the mortgage sales process online. Interaction concepts were developed into wireframes and then a lo-fi prototype for rapid user testing. Findings from this were used to iterate design into a detailed user journey for branded design and build.
“The results so far have been very good and we exceeded the project's targets. Foolproof helped us deliver a truly customer-driven experience for our customers.”
Rosie Seldon, HSBC
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