Friction free and compliant!

One of my most significant projects at Telia Finance was redesigning the Know Your Customer (KYC) form and credit assessment form within the checkout experience. As the sole designer, I collaborated with multiple business units to create a streamlined checkout flow that minimized friction while ensuring full regulatory compliance. Our goal was to make the process feel simple, swift, and user-friendly without overwhelming customers with information

To gain a deeper understanding of customer preferences, we conducted user tests on three different design concepts. These tests provided valuable insights, allowing us to identify the most effective elements from each prototype. With these findings, we worked iteratively, refining and combining the strongest aspects into the final product.

The result was a cohesive design that merged the KYC and credit affordability assessment into a single flow, presented through a three-step process. To reduce effort for users, we introduced prefilled fields wherever possible and displayed follow-up questions only when necessary. This approach simplified the experience while maintaining compliance with regulations.