The Challenge
Global Value Streams suffered from legacy system friction, strict regulatory hurdles and a risk-averse operational culture. HSBC needed to securely adopt internal Generative AI to unlock efficiency without risking data leaks or compliance failures.
The Approach
- Use-case evaluation. Architected a UX framework to identify duplication and prioritise workstreams for internal GenAI tools, ensuring high trust and clear system states.
- Prompt-engineering training. Built and delivered training frameworks, channels and workshops to upskill cross-functional design, product and engineering teams in day-to-day AI use.
- Process optimisation. Blueprinted complex banking workflows to pinpoint high-value automation nodes, replacing legacy friction with conversational interfaces.
The Impact
- De-risked enterprise AI. Established compliant UX paradigms that met stringent financial regulations, clearing the path for scaled GenAI deployment.
- Operational velocity. Drastically reduced time-to-output for internal analytical and operational workflows through optimised AI orchestration.
- Experience-led culture. Turned risk-averse stakeholders into active AI collaborators — training reached 14,000+ global staff.