Demo
Success story · Banking & cybersecurity

HSBC prepares 4 300 employees for the launch of Secure Key.

Secure Key changes the customer authentication journey. K-STUDIO reproduces its steps, first for branch advisors, then for customers themselves on the public website.

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K-Studio
Exercise 2 of 8Score 100 %
Simulation
Secure Key activation
Activation codeCustomer IDOne-time codeDeviceBranchAdvisor
Secure Key activationActivated
Activation code482 731Customer IDOne-time codeDeviceBranchAdvisor
iYOUR TURNEnter the activation code received by the customer.!ALMOSTThis field is the one-time code, not the activation code.✓CONFIRMEDActivation code entered, the key can now be activated.
4 300branch employees prepared
1interactive Secure Key simulation
2audiences served: employees and customers
The context

Making the launch of a new two-factor authentication a success.

HSBC is among the first banks to have introduced two-factor authentication for banking. The launch of Secure Key was a noticeable change in the customer journey, with a churn risk that HSBC France management wanted to rule out.

The blind spot

An advisor cannot reassure on a journey they have not been through themselves.

On launch day, the questions arrive in the branch. An advisor who has never run through the activation can neither explain it calmly nor anticipate the customer’s concern.

Announcing the changeThe new system is presented.
On launch dayCustomers arrive with their questions.
The step that blocksExplaining a journey you have never been through.
The scope

What the deployment covers.

Secure Key

Two-factor banking authentication, 4 300 branch employees

In production
The solution

The authentication journey, reproduced and playable.

HSBC built interactive simulations designed with K-STUDIO into its e-learning set-up, reproducing the steps of the Secure Key journey. The scenario shows a customer welcomed and guided by their advisor.

A reproduced journey

The steps of Secure Key authentication can be replayed exactly.

Built into the e-learning

The simulation takes its place in the training set-up intended for the branches.

A customer scenario

The scenario shows a customer welcomed and supported by their advisor.

Open to the general public

The same simulation was published on the website, for customers and prospects.

K-Studio
Customer file
Secure Key activationActivate the key
Confirmation
KeySecure KeyActivationConfirmedCustomerSupported in branchConfirm the activation
✓Exercise completedScore100 %
  • ✓Open the customer file.
  • ✓Activate the Secure Key.
  • ✓Check, then confirm the activation.
Tutoring×
Open the customer file.Activate the Secure Key.Check, then confirm the activation.
Step 1 of 3Step 2 of 3Step 3 of 3
Guided exerciseSimulation mode
The results

A set-up deployed internally and opened to customers.

4 300 employees prepared

The branch teams were able to practise the steps of the new journey before the launch.

A realistic scenario

The e-learning reproduces a customer situation guided by their advisor.

An experience open to customers

The simulation published on the public website lets customers and prospects practise too.

A churn risk anticipated

The set-up aimed to reduce the concerns tied to the change of authentication journey.

The solution deployed

The solution deployed.

K
K-STUDIOApplication simulator

Practising the Secure Key journey, before the launch.

K-STUDIO reproduces the steps of Secure Key authentication so everyone can run through them, in training as well as on the public website.

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  • Authentication journey reproduced
  • Can be built into an e-learning set-up
  • Can be published on a public website
  • Cases replayable at will
Frequently asked questions

What we are asked about this deployment.

Does K-STUDIO replace training at HSBC?
No. It is the hands-on part of the e-learning set-up. K-STUDIO reproduces the Secure Key journey so the advisor has been through it before guiding a customer through it.
Which system is covered?
In production:Secure Key, HSBC’s two-factor banking authentication system, with an interactive simulation of its journey.
Is the simulation reserved for employees?
No. It first served the 4 300 branch employees, then was published on the public website so customers and prospects could try it too.
What does it change day to day?
The advisor has been through the activation before explaining it, and the customer was able to try it before facing it for real.
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