BankID Onboarding
By integrating BankID as a login method, the organization has succeeded in simplifying and improving the customer's login experience, while also increasing their data quality and reducing the number of support calls.
A comprehensive project where we worked on research, design, and implementation of a new onboarding service with BankID integration.
By integrating BankID as a login method, the organization has succeeded in simplifying and improving the customer’s login experience, while also increasing their data quality and reducing the number of support calls.
Results
The assignment demonstrates the value of cross-functional teamwork between different competencies. Together, we have achieved, among other things, the following results:
- Hundreds of thousands of customers have been converted to the new system
- Login has been significantly simplified, now many customers no longer have to remember their password
- Research, including usability testing and collaboration with users and customers, has contributed to a significant reduction in the number of support calls
- By visualizing opportunities, problems, and solutions, we have streamlined the work and communication between development teams, stakeholders, and clients
Background
SkiStar faced challenges such as poor data quality, where the same customer created multiple user accounts, and difficulties for customers to remember their passwords. Customers primarily log in when booking trips, and login is mandatory, which is why the focus was on simplifying the customer journey while also needing to improve data quality. Our focus was on research, design, and implementation of the new onboarding service.
How we proceeded
Prerequisites - BankID had been identified as a suitable solution, and SkiStar already had a large number of users who used email and password for login.
Flow and scenario description
We developed an overarching flow description and set up scenarios to create consensus within the project group and to ensure that we were developing the right things in the development team. After that, we worked on a detailed flow design that was continuously updated based on the research work. A flow design for how the flow would work was developed and updated based on continuously ongoing research.
Prototype, usability testing, and development
A prototype was developed to give a feel for the new login process. The prototype was then continuously used to anchor design choices and conduct combined interviews and usability tests that provided valuable insights. The development work began in parallel with the design work to ensure that we could implement the design and to collaborate on cost-effective choices.
Lessons learned
Involving product, design, and development perspectives from the beginning is crucial
- Cross-functionality and quick decision paths significantly facilitate the process
- Prioritization and a clear common thread are important for achieving success
- Changing design in a developed system is costly, which underscores the importance of prototype development
- Close collaboration between UX and developers is a key success factor
Future opportunities
- The possibility of implementing equivalent BankID solutions for markets other than the Swedish one
- Continuous improvements to the onboarding experience to optimize the customer journey
- Work more with interface design