Klarna
Banking Platform    

/ CLIENT /

Klarna

/ COUNTRY /

Germany

/ INDUSTRY /

Fintech

/ SErvices /

New features, improve UX

Klarna's goal was to reduce the company's operating costs. One of the identified opportunities was to improve the design of a back-office tool and make the life of customer support agents easier: less training required, less time to close the ticket, and fewer escalations to a more costly 2nd line of support. UWWA took the challenge of redesigning this product.

/ RESearch /

Clear information architecture

We conducted extensive user research with the customer support agents. 10 interviews and two card sorting surveys to determine the information architecture on the Customer page. We redesigned the page based on our research findings.

Before

After

/ DESIGN /

Listening to user needs

Based on the interviews, we’ve discovered a few crucial features that would make support agents’ lives much easier. For instance, we introduced a log of all changes made on the customer account. This change log removed a lot of tiresome investigation for the agents.

/ new feature /

Expanding the product

The product became so successful within the company that Klarna decided to expand its functionality and add card data to it. This allowed the decommissioning of the third-party tool and significantly decreased the IT costs.

/ Design system /

Consistency with design system

While building and expanding the product, we strictly adhered to the existing design system. It saved an enormous amount of time and developer resources since they didn’t have to build the components from the ground up. 

We shipped a complete redesign of the product, 3 new features, and numerous minor improvements along the way. As a result of design enhancements, we've cut the company's operating costs significantly in relative and absolute numbers.

We're translating good design directly into money. And we can do it for you, too.

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/ Get started /

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