What was broken and why it mattered
HSBC Mexico's mobile app had no bill payment feature — users were forced to switch to desktop or use a competitor's app every time they needed to pay a service. In a market where BBVA had eight years of digital leadership, this wasn't just a missing feature. It was a reputational problem.
As the sole designer on this feature, I led end-to-end research, information architecture, prototyping, and testing — working across HSBC Mexico, HSBC UK, Globant Tech, and HSBC Asia. With no direct access to real customers, I built an independent research approach using external surveys, transaction data analysis, and guerrilla testing to ensure every decision was grounded in real user behavior.
The design introduced batch payments — a first in the Mexican market — allowing users to pay multiple services in a single transaction. The card sorting research also surfaced insights about how Mexican users mentally group banking features, which HSBC London later adopted for their global payments dashboard strategy.
Full case study available on request — including research artifacts, design principles, and process documentation.
→ Write to me to request the full portfolio hi@alerickmonter.com
