Fintech / Enterprise

HDFC Bank

Enterprise Banking UX Internship

Client

HDFC Bank

Duration

Summer 2024

Role

UX Design Intern

Deliverables

My Cards Verification Screen, Home Loan Token System

View Detailed

HDFC Bank UX Internship

Project Overview

Designing scalable, compliant banking experiences for millions of users across India's largest private bank.

Role:UX Design Intern (Cards & Payments Vertical)

Duration:Summer 2024 (4 Months)

Focus:Customer-facing & Assisted Banking Journeys

The Enterprise Challenge

Context

Designing for one of India's largest private banks meant every decision carried real consequences for millions of users.

Complexity:Balancing usability with accuracy, security, and scalability.

Constraints:Navigating legacy system limitations and stringent compliance standards.

Scope:Contributing to multiple customer-facing and assisted banking journeys.

Core Responsibilities

Collaboration:Worked with design teams, mentors, and cross-functional stakeholders.

Design Execution:Created wireframes, journey maps, and high-fidelity prototypes.

Strategic Thinking:Designed within strict regulatory constraints while maintaining user focus.

Project 1: My Cards Verification

The Challenge

The existing verification screen was causing confusion and drop-off during a critical security moment in the user journey.

Approach:Conceptualized layouts focused on reassurance and created detailed wireframes.

Iteration:Iterated 9 times based on stakeholder feedback to refine copy and visual hierarchy.

Result:Finalized a user-friendly screen expected to significantly reduce confusion.

Project 2: Home Loan Token System

Problem Analysis

Identified that the existing system caused long wait times and operational inefficiencies for branch staff.

Journey Mapping:Mapped bottlenecks from token generation to loan disbursement.

Solution Design:Used the Double Diamond approach to design a journey emphasizing transparency.

Scalable Framework:Delivered a model extensible to other banking services beyond home loans.

Project 3: LAP & IDCOM Redesigns

LAP Top-Up Enhancement

Collaborated with journey and content teams to refine copy, flow, and the 'Verifying Insurance' experience.

Delivered a more intuitive journey that addressed stakeholder concerns.

Significantly improved user clarity and reduced friction points.

IDCOM Screen Overhaul

Redesigned Identity Communication screens that handle verification across multiple journeys.

Audited outdated interfaces and created clear, hierarchical layouts.

Produced both animated and static versions currently in development.

Project 4: Assisted Journeys

Branch-Led Experience Design

Designed for assisted LAP applications where employees guide customers, requiring a dual-audience interface.

Challenge:Creating an interface that supports employees while maintaining clarity for customers.

Solution:Mapped employee-user interactions focusing on clarity, efficiency, and guidance.

Design Considerations:Clear hierarchy and structured interaction patterns for consistency.

ENTERPRISE SCALE

Impact & Outcomes

Key Metrics

6+ Active Projects:Contributed to live and in-development journeys across Cards, Payments, and Loans.

120 Million Users:Designed for enterprise scale, affecting millions of customers nationwide.

9 Iterations Avg:Demonstrated commitment to refinement and stakeholder alignment.

Reflection

Enterprise Reality:Learned to work within complexity and navigate unique fintech challenges.

Professional Growth:Strengthened ability to design scalable, compliant solutions in high-impact environments.

Confidentiality Note

That's all I can share since this is an on-going project and is under NDA as per HDFC policies. But I am open to a more nuanced discussion about the project in a closed environment!

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