KLP

Product design, User experience, User Interface

Elevating the user experience across digital platforms

KLP provides pension, banking, finance and insurance services to Norwegian municipalities, county authorities, health enterprises and businesses both in the public and the private sector, and their respective employees. They are also Norway's largest life-insurance company. The goal of the project was to uplift and modernise the overall customer digital experience, with a focus on the mobile users.

During my time at KLP I had a central role in upgrading the customer portal, creating a new mobile-first fund investment experience, as well as creating or improving other valuable features for their users and employees. These product upgrades improved customer satisfaction, attracted mobile users, increased revenue and saved valuable internal resources.

New mobile-friendly customer portal
A refreshed customer page allows users to check their product overview with a quick glance across devices, without endless scrolling. 

A more personalised experience
The content on the page is also customised according to the users’ age segments and usage patterns, making the experience more personal and meaningful. This means, for example, suggesting the user relevant additional services according to their profile. 

An easier way of saving in funds
Users can now very easily invest their savings in fund with a tap from their mobile device. The redesigned experience allows users to browse investment funds and dive deeper into each product from smaller to larger screens. 

Simplifying fund savings for all
Since most customers are novice or have no experience at all with fund investment, we made it easy for users to understand the financial jargon and to select the right investments for them.  

Safer log-in 
We implemented a new log-in with BankID (Norway’s personal electronic identification for online authentication), making the experience more intuitive and visually appealing.  

New help hub and contact pages
A new help hub with FAQs, topic-based shortcuts and critical explainers was developed, helping to significantly reduce the amount of customer support tickets on key topics. 

A more reliable and centralised customer communication
We developed the concept for a new inbox feature, where users can receive and answer KLP critical messages, as well as consulting relevant documents, without ever leaving the platform.