Opening both a Hong Kong and a mainland China account in a single onboarding flow — designed to live inside WeChat, the app Chinese residents already use every day, and delivered bilingually for a cross-border audience.
Cross-border customers needed accounts on both sides of the border — but Hong Kong and mainland China have different eligibility rules, identity requirements, and account-usage regulations. Traditionally that meant two separate applications, twice the friction.
The goal: collapse it into one continuous journey that opens both accounts, meets each market's rules, and meets the customer where they already are — inside WeChat, rather than a separate app or branch.
Meet Chinese residents in their daily super-app instead of asking them to download or visit anything new.
Sequence HK and China steps into a single path, branching only where each regulator requires it.
Every screen designed in both languages so the experience is native for either audience.
I designed the end-to-end journey across both markets — from the shared entry point through identity, personal and employment detail, market-specific account usage (China and HK), eligibility, appointment booking, and confirmation. Branches handle the points where the two regulators diverge.
Key steps as the customer experiences them in the WeChat-embedded journey.
Understands the customer's overseas study, work, or living needs.
Confirms the customer qualifies across both markets.
Guided capture of the ID document, with clear framing.
Contact, address, and personal identification.
Employment, tax residence, and how each account will be used — per market.
Submits the cross-border application and explains what happens next.
Rather than translate after the fact, each screen was designed in both languages in parallel — so layout, labels, and form density hold up whether the customer reads English or Chinese. This is what lets one journey serve a genuinely cross-border audience.
