![[interface] image of software interface on a mobile device (for a ai education tech company)](https://cdn.prod.website-files.com/695d74367bcd262c5cbfed6a/695da93369743405e07c10f5_hsbc400x600.jpg)
In nearly two decades at HSBC, I contributed to multiple
redesigns and digital transformations across online banking and mobile applications.
![[digital project] image of a graphic design on a screen (for a web design agency)](https://cdn.prod.website-files.com/695d74367bcd262c5cbfed6a/696448b46ed108d9404b087a_hsbc_pws_7.png)
Over several years I led multiple redesign efforts across HSBC’s public-facing digital ecosystem — including global marketing websites, acquisition campaigns, informational content, and interactive tools such as calculators and planning journeys. The work modernized the experience, streamlined compliance workflows, and improved conversion across key retail products.
![[digital project] image of a graphic design on a screen (for a web design agency)](https://cdn.prod.website-files.com/695d74367bcd262c5cbfed6a/696198aff5b53a2f9d06a3c7_hwc_hp.png)
HSBC Wealth Compass is a hybrid digital advisory platform that combines robo-style investing with access to human advisors for guidance and reassurance.
I was responsible for defining the experience vision, designing and testing user journeys, and managing product delivery, making the Wealth Compass a seamless, personalized, and compliance-ready digital advisory platform.
As a Freelance Digital Experience Consultant since 2001, I have delivered end-to-end web and digital projects for a diverse range of clients, including startups and small-to-medium businesses in hospitality, e-commerce, media, real estate (realtor), and fenestration sectors.
What clients say
Hear from clients and collaborators about their experience working together on digital products and UX design projects.
Richard's depth of experience, product intuition, and unwavering commitment to customer-centric design have shaped some of our most critical digital journeys. From complex onboarding flows to multi-channel servicing experiences, their work consistently demonstrated both strategic thinking and meticulous execution.
Over nearly two decades, Richard played a pivotal role in the evolution of HSBC’s public website experience. His ability to balance brand, customer needs, regulatory constraints, and commercial priorities made him an invaluable partner in some of our most complex and high-visibility initiatives. Whether doing a full redesign, redesigning core product journeys or driving improvements to content structure and navigation, his work consistently elevated the quality and clarity of our digital presence.
Richard played a key role in shaping the evolution of our public website into a more personal, relevant and customer-focused experience. His ability to align brand, customer needs, regulatory considerations and commercial goals made them an invaluable partner across our most visible digital initiatives.He worked seamlessly across product, engineering, marketing and compliance teams, helping us move from static information delivery to tailored journeys and more intuitive paths to product discovery.
Working with Richard made an immediate impact on product quality. He proactively involved QA during design reviews, clarified edge cases, and documented behaviors that used to show up as late-stage defects. Our team felt empowered instead of reactive, and it significantly improved collaboration between QA, design, and development. I can confidently say UX played a major role in reducing defects and making our releases smoother.
![[interface] image of a tablet showing a saas product interface (for an ai saas company)](https://cdn.prod.website-files.com/695d74367bcd262c5cbfed6a/695efa7e877352e98ecde3da_graemetaylor.png)
“Across many years and countless digital sales campaigns, Richard proved to be one of our most reliable and insightful UX partners. Beyond exceptional design skills, his breadth of digital knowledge — spanning UX, content, SEO, performance, accessibility and customer behaviour — made him uniquely effective at turning complex propositions into clear, relevant and commercially strong customer journeys.”
![image of office environment [interface]](https://cdn.prod.website-files.com/695d74367bcd262c5cbfed6a/695efe8dfe5fa4b03e0dce06_naomi.png)
Richard played a key role in multiple initiatives to modernize our online and mobile banking experiences for Canadian customers. He brought strong user-centered design leadership to high-impact projects, including iterative improvements to our mobile app, redesigns of core online banking journeys, and enhancements focused on accessibility, security, and seamless cross-channel experiences in a heavily regulated environment.
“Our websites are stronger, more coherent and more effective because of Richard's contributions, and we’ve benefited tremendously from his ongoing stewardship of our digital platforms”
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