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Länsförsäkringar · Guardians and minors

Customer knowledge
for minors

Helping guardians complete an important task digitally.

I explored how guardians could update customer knowledge for minors in the app and logged-in website, and adapted the design as technical constraints emerged.

Customer knowledge for minorsLänsförsäkringar

The challenge

Let guardians update customer knowledge for minors in the app and logged-in website.

The outcome

A tab-based solution that addressed the immediate KYC need within backend constraints.

01 / Background

A task that required
a visit to the office.

Guardians had to visit an office to update customer knowledge for minors. The bank wanted to make this possible digitally.

The broader ambition included future access to settings, BankID, Swish, documents and benefits. My immediate focus was the customer knowledge journey.

02 / Mapping the starting point

Find the entry points
before adding a new one.

I mapped where customers could already reach customer knowledge in the app and logged-in desktop experience.

I also spoke with designers across Länsförsäkringar to learn whether other teams had solved similar problems.

Existing app navigation: settings entry point.
Existing app navigation: settings entry point.
Existing app navigation: customer knowledge under the customer profile.
Existing app navigation: customer knowledge under the customer profile.
Desktop: customer knowledge in the personal menu.
Desktop: customer knowledge in the personal menu.
Related pattern: switching between company profiles.
Related pattern: switching between company profiles.

03 / First direction

A profile for the minor.
A place to grow into.

I designed a profile-switching flow, checked feasibility with developers and tested its usability.

The idea was that guardians could switch to a minor’s profile and reach a dedicated starting page, with customer knowledge as the first available feature.

First direction: a dedicated starting page for the minor.
First direction: a dedicated starting page for the minor.
First direction: customer knowledge within the minor’s profile.
First direction: customer knowledge within the minor’s profile.

04 / Technical discovery

The constraints changed.
The customer need remained.

As the design progressed, backend dependencies made the planned profile-switching experience more costly to implement than anticipated. I adapted the direction to focus on the immediate task: letting guardians access a minor’s customer knowledge.

05 / The adapted solution

A dedicated tab
within customer knowledge.

I replaced the broader profile-switching approach with a tab-based solution. Guardians could enter the minor’s personal identity number and access the relevant questions.

The design also supported entering another minor’s details, keeping the task available within the same area.

The adapted solution: a Children and young people tab.
The adapted solution: a Children and young people tab.
Enter the minor’s details to access their customer knowledge.
Enter the minor’s details to access their customer knowledge.
Customer knowledge for the selected minor, with a route to enter another minor.
Customer knowledge for the selected minor, with a route to enter another minor.

06 / Across channels

The same task.
A mobile context.

Find the minors section in the app.
Find the minors section in the app.
Enter the minor’s personal identity number.
Enter the minor’s personal identity number.
Access customer knowledge for the minor.
Access customer knowledge for the minor.

Reflection

Adapt the solution.
Keep the need in focus.

This project shows how technical discovery can change a design direction. I adjusted the scope when constraints emerged, while keeping the immediate task accessible for guardians.