HSBC MYH Loan
A digital lending platform simplifying personal loans application for customers in Malaysia.
No 1 The Challenge
Modernizing the Loan Experience
Traditional loan processes were slow and complex, frustrating customers. With increasing demand for digital solutions, HSBC set out to create a mobile-first platform that would simplify personal loans, reduce friction, and enhance transparency.
No 2 The Vision
What is MYH Loan?
The goal was clear: build an intuitive digital lending platform for Malaysia that:
- Streamlines loan applications with fewer steps.
- Provides transparency with real-time updates.
- Enables instant approvals, all from a smartphone.
No 3 The Journey
From Concept to Reality
Research and Insights
- Conducted 15+ user interviews to identify pain points.
- Key findings: users wanted faster approvals, fewer steps, and mobile accessibility.
Prototyping and Testing
- Developed interactive prototypes to test ideas with users.
- Iterated designs based on feedback, reducing drop-off rates by 25% and improving task completion by 40%.
Implementation
- Collaborated with developers to implement a secure, mobile-responsive platform.
- Focused on clarity, transparency, and automation.
No 4The Solution
A Seamless Experience
The MYH Loan platform delivered:
- Mobile-first design for anytime, anywhere access.
- Instant approvals with automated eligibility checks.
- Transparent steps, reducing user anxiety and improving satisfaction.
No 5My Roles
Leading the UX Vision
As the UX Project Lead, I:
- Conducted research to inform designs.
- Designed workflows, prototypes, and information architecture.
- Led usability testing and collaborated with cross-functional teams.
No 6The Impact
Results That Matter
- 25% increase in loan completions.
- 50% faster processing times.
- Positive feedback from users on the platform’s simplicity and accessibility.
