Project overview
HSBC PayMe for Business is the merchant-facing extension of PayMe, Hong Kong’s most popular P2P mobile payments platform, with over 3 million users. This product enables small businesses to seamlessly accept digital payments, gain real-time access to funds, and tap into customer insights—all with no setup fees or payment limits.
Built to compete with major regional players like Alipay and WeChat Pay, PayMe for Business positions HSBC as a modern, SME-friendly force in the digital payments space.
What we did
- As Service Design Lead, I helped establish and lead the Customer Experience (CX) team that brought PayMe for Business to life. My work spanned strategic, design, and operational layers:
- Set up and scaled CX practice alongside HSBC’s CX lead, establishing design principles, personas, service blueprints, and governance structures to align cross-functional teams.
- Collaborated deeply across disciplines—working with product managers, data analysts, and engineers from multiple product streams (payments, ledger, customer support) to ensure a cohesive end-to-end experience.
- Diagnosed critical service gaps by conducting field research with merchants and PayMe users, revealing pain points around onboarding, trust, and technical literacy.
- Redesigned and tested key service touchpoints, including a physical and digital onboarding kit, which addressed real-world merchant behavior and improved product adoption.
- Created new customer journeys and toolkits to help business users onboard their own customers more easily—based on how users were already adapting the platform creatively.
- Bridged compliance and UX challenges by aligning data, regulatory, and operational constraints with user-centered design principles—ensuring both a usable and compliant solution.
