Mobile Cheque Deposit - HSBC HK
In my tenure at HSBC Hong Kong, I specialized as a UX Writer, primarily working with Chinese language interfaces. Among my various projects, the task of refining the UX copy for digital banking products stood out, with the mobile platform's cheque deposit feature being particularly challenging yet rewarding. This role involved a deep dive into user-centered design principles, ensuring clarity, conciseness, and user-friendliness in all written elements, ultimately enhancing the user experience for a diverse customer base.
Background
During my tenure at HSBC Hong Kong as a UX Writer, I undertook a significant project that aimed to revolutionize the cheque deposit process. The core objective set by stakeholders was to enhance user convenience by reducing the need to visit bank branches for cheque deposits. Upon receiving the project briefs and prototypes, I immediately immersed myself in the task, focusing on creating a seamless and user-friendly digital experience that would streamline the cheque deposit process for our users.
Challenge
My approach to UX Writing is rooted in the belief that it necessitates its own design journey. Upon embarking on this project at HSBC Hong Kong, I began by developing user personas and journey maps. It quickly became evident that a substantial portion of our users might be unfamiliar with the specific actions and terminologies used in the cheque deposit feature, especially when intertwined with complex banking jargon. This realization underscored the importance of moving away from an insider or tech-savvy perspective in drafting our copy, emphasizing the need for clear, accessible, and user-friendly language to ensure a smooth and intuitive user experience.
Solution
The insights from user research at HSBC Hong Kong reinforced the principle that users' technological proficiency should never be assumed. In crafting the UX copy, I consciously steered clear of technical jargon, opting instead for language that was straightforward and user-friendly. For instance, instead of asking users to ensure the camera's focus was correct, I simply guided them to check if the cheque image was clear. Similarly, I instructed users to align the cheque's corners with a provided frame, rather than the more technical directive of capturing the entire cheque.
Despite the constraints of limited resources, I was committed to validating my written instructions. To achieve this, I turned to a practical approach by inviting family and friends to review the instructions. This diverse group, with varying backgrounds, provided invaluable feedback, allowing me to refine the copy until it was clear and easily comprehensible to people from different walks of life.
