The three factors of usability according to ISO 9241-11:
(effectiveness, efficiency, and satisfaction)
We went into HSBC and asked one of their employees some questions about their services.
One of the notable things I found was when walking in we couldn’t see any staff, it appeared to be express banking and self intuitive for customers to come in and deal with their bank through the express banking without having to consult with any employees.
I personally use Nationwide and sometimes get frustrated when asked to use a card reader to transfer money to my friends account, however the woman stated the HSBC use face ID along with 2-factor authentication to ensure each customers safety with their digital banking experience.
For primarily older users, HSBC offer a feature that allows you to temporality increase your transfer limit to another one of your accounts. The standard transfer limit is £25,000 however they give you the option to temporarily increase this to £50,000.
This sign explains all that they offer within the digital branch. It reminds me of a self-service checkout in a shop but for your bank accounts.
A survey in partnership with Forrester and Ipsos found that 4 out of 10 costumers have a banking app.
36% of customers user their banking app daily
58% prefer dealing with an online/mobile bank
source: https://www.thebanker.com/Digital-Banking-what-customers-really-want-1685604037