HSBC Kinetic

HSBC - Kinetic

HSBC Business Kinetic is a digital banking platform offered by HSBC that is designed for small and medium-sized enterprises. It is aimed at helping SMEs to manage their finances more efficiently and effectively, with features such as 24/7 online access, real-time account updates, and the ability to track spending and manage cash flow.

"The Kinetic app has excellent reviews on the Apple store with 4.8/5 rating and has won various awards"

Artefacts:

Workshop output
Test prototype
Feedback sorting
Sketching
Redesigned graph
Final screens

Objective

The objective was to simplify the process of logging and storing physical receipts while enabling receipt data to be displayed within transaction details. Two methods for handling receipts were observed:

Digital route: Those who were more digitally savvy used accounting software, such as Xero and Quickbooks, and entered receipts in a digital workflow e.g. by taking photos and using a companion app to upload the receipt images, or emailing them to accountancy software.
Physical route:Those who kept physical receipts and provided these to accountants, sometimes along with spreadsheets (some manually compiled, some cut and pasted/exported from bank statements)

Design workshop

Crazy 8’s is a Design Sprint technique that encourages rapid ideation by having participants sketch eight distinct ideas in eight minutes. The exercise pushes individuals to move beyond their initial, often less innovative idea, fostering a wide range of potential solutions to the design challenge.

Test prototype

Once a vote had been taken on the best solution from the Crazy 8’s session, a clickable prototype was developed to test how users would interact with the feature. During this process, the team of Engineers, Product Owners, Stakeholders, and BAs observed and listened to the feedback provided by users.

Feedback sorting

After completing the testing sessions, the group convened to share our findings, categorise and sort observations. This approach helped us identify patterns and facilitated discussions about what we had witnessed.

User feedback

Users found uploading a visual receipt easy and appreciated it
Users questioned how this would be entered with a digitised receipt
Many noted the additional transaction history was useful

Learnings

Unclear if it was a requirement by HMRC to keep the physical receipt
Some users questioned how this would be entered with a pre-digitised receipt
Additional history on the transaction was a useful feature

Recommendations

Streamline receipt logging by integrating a photo capture feature directly into the app, catering to users who prefer digital workflows.
Provide clear guidance on how to photograph receipts, ensuring essential details (e.g., totals, dates) are legible.
Offer a hybrid solution that allows users to upload digital images and export physical receipts via spreadsheets, supporting diverse workflows.
Integrate a photo capture feature directly into the app for digital receipts and provide clear guidance for photographing receipts.

Next steps

To ensure the feature meets user needs, conduct thorough testing on the proposed photo capture and upload functionalities to validate usability and refine the design based on feedback. Collaborate with accounting software providers, such as Xero and QuickBooks, to enable seamless integrations that streamline workflows for users who rely on these tools. Additionally, develop educational materials to support users transitioning from physical to digital receipt management, ensuring they understand the process and can maximize the benefits of the new feature.

Cashflow

Managing cash flow for a small business is challenging, especially with unpredictable monthly income and unexpected expenses like purchasing new equipment or hiring staff. Planning becomes more effective when visual tools provide clear insights into costs and help account for uncertainty.