Case
95% of your banking done in a mobile.
ClientLänsförsäkringar AB
IndustryFinance & Insurance
ServicesDesign & ExperienceSoftware & Cloud Development
This project case was carried out by Daresay, before the merge into Knightec Group 2024.
Background
The banking arm of Länsförsäkringar AB is the fifth largest bank in Sweden. It has a strong local presence through its 23 customer-owned regional insurance companies.
Winner of Best App at Web Service Awards: 2012, 2013, 2015, 2016, 2017 and 2019
Winner of Design S Award 2016: Service Design and People’s choice
Winner of Guldmobilen 2016: Mobile Bank of the Year
#1 in Swedish Quality Index Ranking 2015 & 2016: “Most satisfied private banking customers”
Challenge
The way people view and interact with banks are changing. New digital providers are entering the market and offering dedicated customer-centric solutions. Banks need to act and embrace this competition, and transform the way they approach their business to survive and thrive.
We were asked to challenge the way Länsförsäkringar AB work. To help them digitally prepare for the future. And then collaboratively define the services people really want from a bank, and design and deliver them to customers.
The app for everything in banking.
The Länsförsäkringar AB bank app has grown exponentially. What began as a tool for viewing transactions, now enables customers to do virtually all their banking activities. Customers can track and compare their monthly spending, build a savings plan, and buy and sell funds. They can even manage pensions, home loans and any insurance plans they have with Länsförsäkringar AB. In fact, customers don’t have to login to view transactions anymore – it’s done so often, that it can now be done on the fly.
Our Approach
A team of designers, strategists and developers from Daresay are based at the bank and work collaboratively with staff. Together, we have removed silos in the organisation and created a customer-centric, digital-first approach to services.
Strategic goals and KPIs are set for all projects, whether a 20-step review and improvement programme or the introduction of a new service. Customer focus groups drive design, and development is always agile, as new ideas are prototyped and tested with customers.
