Meet Kåken
AI-based tool that provides you with an estimated budget for your dream home
Task: Improve usability in digital mortgage loans
Role: UX-Designer / lead
Type: Case Study, Internship Assignment at Noroff, Spring 2024
Tools Figma, Figjam
Date: April - May 2023
I utilized the design thinking process throughout the project. This ensured good structure and provided me with the opportunity to iterate along the way.
Design thinking process
I looked into existing research by using literature review and competitor analysises. I then expanded with my own findings through in-depth interviews with customers. The purpose of theese interviews was to uncover who among them had used a mortage calculator before, and how they had navigated it.
Empahtize
Based on our research, I drew some insights and brainstormed on it. I did this using Affinity mapping and Atomic research. I also created a persona, and although this is not something the bank actively uses, I find that it helps me keep the user in focus throughout the whole process.
Define
Atomic research lead to the following conclusions. I categorized them by time, which resulted in two of the conclusions being achievable within the weeks I was there. Due to the time limit on the project, we did not prioritize to involve the marketing team in this stage.
Key findings
I started sketching with a mobile-first approach, because the users had said in the interviews that they use their mobile device to navigate the calculator.
Lo-Fi sketches
I received an introduction to the bank's Design System from one of the UX-designers in the team, and actively used this when I started designing the various interfaces.
High-Fi
In user interviews, several users mentioned that they check finn.no before visiting the bank. This indicates that users are dreaming and looking at properties, and that this is where the mortgage process actually begins; they have an expectation of what they want to buy before they come to the bank. Therefore, I saw an opportunity for Sparebanken Vest to differentiate itself from other competing mortgage calculators by flipping the process using "Kåken”. With “Kåken”, users can paste a finn.no link to a property they've viewed and get an estimated budget for important costs associated with the property.
We tested on a total of 5 users. The goal of the tests was to uncover usability issues. The user tests indicated that users easily navigate through the solution. The loan calculator received an average score of 4.5/5.0, while "Kåken" received an average score of 4.8. This demonstrates that users are satisfied with how the navigation on the pages worked, with several commenting that it was "easy"
Usability test
Moving forward
Users learn about the mortgage process from close relations. In my opinion, the bank has an opportunity to use "Kåken" for educational purposes as well as gaining customers.
Also, the bank should explore options for further designing the Kåken chat.This can replace users asking parents for advice and instead ask Kåken!
Lastly the bank could look into the possibilities for cross-selling at "Kåken" site by integrating Eiendomsmegler Vest and BSU savings.
Vibeke Storvik - Sparebanken Vest
“Johanne has developed a solution that addresses the customer's needs based on customer insights.She has also added an additional dimension to the product with the "Kåken" solution. This is a unique selling point that provides Sparebanken Vest's customers with added value and sets us apart from competitors' products. Additionally, she has outlined a concept to incorporate Eiendomsmegler Vest's prospects into the calculator, which could provide added value for Finanshuset. Throughout the internship period, she has created a design that meets both customer needs and the bank's business requirements, which is very commendable and exceeds expectations by far.”
