With an international reputation for usability research and interpreting findings into effective user-centred content architectures and user interface designs, Nucleus was approached by the global headquarters of HSBC in 2006 to help with improvements to its online business banking service, HSBCnet. We undertook a global programme of one-to-one customer usability research, culminating in a detailed report of findings and a set of usability and design recommendations to address the issues raised. A prototype was then built around our recommendation and extensively tested, before further customer research to validate our conclusions Working together with HSBC’s in-house web development team and technical team in Vancouver, our recommendations are now being implemented in a phased programme of application enhancements.