HSBC - optimise user experience regarding deceased estates

BACKGROUND
HSBC is one of the world’s largest banking and financial services organizations. They serve more than 40 million customers through our global businesses: Wealth and Personal Banking, Commercial Banking, and Global Banking & Markets. Our network covers 64 countries and territories in Europe, Asia, the Middle East and Africa, North America and Latin America.
HSBC first established operations in Australia in 1965 and was awarded a commercial license in 1986. Today, HSBC Australia is headquartered in Barangaroo, and employs more than 2,000 colleagues.
In Australia, the HSBC Group offers a comprehensive range of financial services through a network of 45 branches and offices. These services include retail, wholesale and private banking, trade finance, treasury and financial markets, global liquidity and cash management, asset management and securities custody.
PROJECT BRIEF
Students are to conduct a research analysis to improve the user experience for deceased estate customers. The project will involve enhancing the User Experience on the HSBC website. The goal is to create a seamless and compassionate user journey aligned with the brand, particularly in stressful times such as dealing with the death of a loved one.
Primary project objectives
● Review the user experience of the Dealing with Bereavement page along with the surrounding offline processes.
● Conduct research with HSBC customers / proxies who have been through this process and learn what parts of their experience could be enhanced.

a. Consider the process and information on the digital touch points including areas of confusion or where information is currently insufficient
● Interview front-line HSBC team members and members of the HSBC Customer Advocacy team who handle these cases and learn what process / UX enhancements could support their role
a. Understand the overarching user journey for those handling notifying HSBC of the death of a loved one
● Make UX recommendations across the lifecycle.
a. What requirements can assist frontline staff role in the process
Research topics
● Overarching user journey for those handling notifying HSBC of the death of a loved one
● Frontline staff requirements to assist their role in the process