Handelsbanken

Handelsbanken ID

E-legitimation for children and young people

Handelsbanken introduced a new e-identification specially developed for children and young people, which works for the bank’s online services and Swish. In an early stage, analysis work, user tests, and interviews were conducted to develop a user-friendly product. With a modern design and simple steps, children who are customers at Handelsbanken can now obtain Swish digitally without needing a mobile BankID and without needing a physical visit to the bank office.

With the young target group in mind, Julia in the role of Product designer, Sr. UX/UI designer, has developed a user-centered, easy understandable three step flow with a clean visual design for the new e-identification Handelsbanken ID which enables children who are customers of the bank to sign up digitally for the possibility to use Swish and Handelsbanken’s online services. This enables a reduced burden on the bank’s administrators, which optimizes banking benefits for both the customer and Handelsbanken.

In the development process, Julia carried out research such as user tests, interviews and analysis work to ensure that the product is easy to use and adapted to the needs of the target group. The flow is characterized by a modern and user-centered design in three simple steps.

Fraud prevention

Improving security settings

Julia was part of the bank’s fraud prevention team and played a important role in improving the banks security settings for the banks customer. Her work involved conducting interviews with customers and stakeholders to capture their needs, wishes and experiences regarding different types of fraud, which is essential for developing effective security strategies. She also analysed and presented the insights for Handelsbanken’s future fraud prevention team. Through her efforts, the bank’s ability to counteract fraud and protect both its customers and their assets is strengthened.

Digital ID

Branch Activation – UK

Digital ID is Handelsbanken’s security solution in the UK, similar to the swedish BankID.

As a product designer, UX/UI, Julia developed a completely new product “Digital ID – Branch activation” where the case manager in close interaction with the customer “creates” a Digital ID for the customer to be able to use when logging in to Handelsbanken Online banking and for digitally signing bank errands.

Three simple steps provide the customer with an associated Digital ID app. The Digital ID flow has been developed in close cooperation with Handelsbanken UK.

Accessibility adaptation

Adaptation for the EU’s accessibility directive (EAA)

As part of the accessibility adaptation, Julia has redesigned several of the bank’s outdated products in accordance with the EU’s Accessibility Act (EAA). This also involved a redesign of the bank’s services regarding product flows, visual experience, as well as rewrite and clarify texts and micro copy. Acquiring and renewing Mobile BankID was one of the most important products for accessibility and inclusion, as well as the user flows for Personal ID
and Passcode in the UK, NL, which were redesigned so that customers can manage their logins and codes, including “login name” and “Personal code” in Sweden. A separate flow for SE, UK, NL to handle deactivation of devices and apps on.

Mobile BankID

Acquire/Renew – (EAA)

New user flow to obtain/renew and mobile BankID.

As part of the accessibility adaptation for the EU’s accessibility directive (EAA), Julia re-designed the products visual appearance adapted to the bank’s visual identity. Julia also re-worked the logic and process of the flow for obtaining and renewing mobile BankID.

The product was significantly improved in terms of accessibility and inclusion. At the same time, the product was improved for higher security, increased traceability and better management. User tests together with the bank’s customers were carried out with great success.

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