01. Background
The bank currently has a lot of minors and lacks complete customer knowledge of about 30% of these customers, which entails a risk of money laundering, terrorist financing and that the bank does not comply with external regulations.
Guardians today do not have the opportunity to update minors customer knowledge in digital channels but need to go through offices. This means that the bank lacks effective opportunities to follow up business relationships with minor customers and, in the long run, ensure that previously acquired customer knowledge is current and sufficient.
Guardians today do not have the opportunity to update minors customer knowledge in digital channels but need to go through offices. This means that the bank lacks effective opportunities to follow up business relationships with minor customers and, in the long run, ensure that previously acquired customer knowledge is current and sufficient.
As a first step, the bank would like to implement design that allows guardians to access and update minors customer knowledge, and then move on with access to minors:
‣ Settings
‣ BankID
‣ Swish
‣ Agreements and documents
‣ My benefits
‣ Settings
‣ BankID
‣ Swish
‣ Agreements and documents
‣ My benefits
Benefit Hypothesis
‣ Reduced risk of money laundering and terrorist financing.
‣ Compliance with regulations.
‣ Simplified management of ongoing follow-up of KYC for Länsbolagen.
‣ Satisfied customers who can make KYC digital for their children.
Acceptance Criteria
‣ Compliance with regulations.
‣ Simplified management of ongoing follow-up of KYC for Länsbolagen.
‣ Satisfied customers who can make KYC digital for their children.
Acceptance Criteria
‣ AC 1: UX design is developed so that the guardian can update the minors customer knowledge, that is answer the questions in the Bank's customer knowledge form.
‣ AC 2: UX design is developed for the guardian access to be turned off when the customer has reached adulthood at 18 years of age.
‣ AC 3: UX design is developed so that the guardian is given access to the minor customer's customer knowledge even if the guardian himself is not a customer of the bank.
02. My Task
‣ Determine the locations within Länsförsäkringar's digital channels — In their mobile application and logged-in desktop pages — where customer knowledge is currently seen in the interface.
‣ Investigate whether there are any existing designs that address similar problems.
‣ Provide a design solution that addresses the current customer knowledge issue and prepare a design for upcoming features that enable guardians to access minors' settings, BankID, Swish, documents, and benefits.
03. Current customer knowledge
Before exploring design solutions and ideas, I needed to chart where we display customer knowledge for users in both the mobile application and desktop interface. This process seemed quite straightforward.
In the mobile application, you can access KYC through settings.
And in desktop you can reach KYC through the personal menu while logged in.
04. Inspiration
Länsförsäkringar is a large company with around 30 development teams currently, each having at least one UX Designer. This means there's a lot happening, and it's possible that other teams have tackled similar issues. While researching within the company, I discovered a feature that allows switching profiles between personal and company accounts. Could this concept work for switching between guardians and minors?
Check out the images below showing how company switching works.
Check out the images below showing how company switching works.
05. First draft
I crafted a vision-flow for the profile-switching feature and checked with our developers if it could be built. After getting the green light, I tested the flow for user-friendliness.
It its essence guardians should easily switch to a minor's profile. This leads the user to a dedicated starting page for the minor. On this page, guardians can access various features, starting with KYC engagement.
05. Technical limitations
We developed a multifunctional design, aimed not only at resolving our existing feature but also anticipating future ones. However, as we progressed, a backend issue emerged that significantly altered our potential directions.
_getPerson
"GetPerson" is the backbone service that streamlined many functions and stored vital data in my design. While I won't delve too deep, it's a complex backend storing customer data. Making it fit our design is costly. GetPerson limits us:
‣ Can't retrieve relationships between guardians and minors without minor's social security number.
‣ Can't smoothly navigate personal menu.
‣ Can't get minors' names.
‣ Can't incorporate key features like Settings, Agreements, Documents, BankID, Swish, and My Benefits for guardians.
‣ No starting page for minors.
To me, it felt like these technical limits clashed with our design and functionality. The solution might become less user-friendly and counterproductive, potentially leading to more support calls due to confusion.
06. Solution & final design
Since the source of our problem was enabling guardians to access minor KYC and the upcoming features, which were blocked due to issues with the "getPerson" service, I decided to modify the design to address our immediate requirement. I communicated to our stakeholders that once they are prepared to invest resources into resolving the "getPerson" service, our visionary flow would be ready for implementation. Given the rapid changes before release and uncertain coding timelines, our team engaged in some discussions. The question was whether to persist with the existing design that "works" but has significant technical limitations, or to proceed with developing my simpler, new solution.
My vote was in favor of developing the simplified design to ensure the most user-friendly experience. This approach was adopted, resulting in the implementation of a tab-based solution to address the issue.
While in KYC, customers have a new tab "Barn och ungdom".
Due to technical limitations, we have to enter minors social security number.
User then get KYC for minor and possibility to enter new social security number for another minor.
07. Final thoughts
Since this feature isn't design-intensive, I've chosen to include this case in my portfolio because I'm proud of the process. We weren't aware of these technical limitations at the project's outset, and we began designing with the goal of perfection and no technical constraints. However, as we progressed, it seemed that we encountered new technical limitations each month. When the business urged for a release, I felt a sense of pride in halting the process and "killing our darling" when the design ceased to be user-friendly. This led us to a simple solution that effectively addresses our current requirements.
08. Design was also made for phone alpplicaion
Locate to minors under "more" tab.
Enter minors Social Security Number
Know Your Customer available here, theres also room for more functionality regarding minors and guardian relations here for later.
If you are further interested in my work with Know Your Customer:
rydholm.melker@gmail.com
rydholm.melker@gmail.com