ScreenInteraction - innovation and design services

Visual overview of monthly expenditures

Provides banking customers a complete overview of expenses each month

CHALLENGE

In-depth interviews and behavioral analyses show that many bank customers do not really know what they spend money on each month. Most people check their account balances often and have strategies to make their money last through the month, but they have no idea how their money is distributed among the different cost categories. This makes it harder for them to save and realize the dream of purchasing a house or going on a vacation they’ve long desired. As part of our role as the mobile partner of Länsförsäkringar, we were asked to help them create a service that gives their bank customers full control of spending each month.

I’m extremely happy and proud of our mobile team. They do an incredible job. I ordered the best Swedish bankapp ‒ and they just delivered it. It’s the team’s responsibility to find out what it takes to reach the target, but also to design and deliver, always in close cooperation with our customers. Our team consists of both our own staff and partners, where Screen Interaction has a large and important role.

— Susanne Bergh, Head of customers and channels at Länsförsäkringar Bank

PROCESS

The creation of a new solution began with in-depth interviews, focus groups with customers from different parts of the country and mapping what both Swedish and foreign banks’ personal budget tools look like. Based on the customer insight and benchmarking, we created prototypes that end customers were able to test in several iterations ‒ first as paper prototypes, and then with the help of digital prototypes.

SOLUTION

Our solution, “Månadskollen” (roughly translated as “Monthly Overview”), is a service that continuously and automatically categorizes and visualizes each customer’s spending. It’s one of many functions within Länsförsäkringar’s existing banking app, which we helped them develop in recent years. With Månadskollen, customers can track their spending during the month, compare it with previous months and get a comprehensive picture of how they actually spend their money. “Månadskollen” gives Länsförsäkringar’s customers complete control of their finances and improves an already first-class user experience.

EFFECT

The service “Månadskollen” has had a strong impact on two of Länsförsäkringar’s main objectives for mobile channels: increased customer satisfaction and increased involvement in savings and budgeting. The customer satisfaction in the app as a whole, as measured in the Web Service Index, has increased from 90/100 in 2014 to 93/100 in 2015 (the industry average is 85/100). Länsförsäkringar’s banking app also won several awards, most notably the Best App prize in the Web Service Awards in 2012, 2013 and 2015, and Best Banking Application at the Swedish Mobile Awards 2015.

ABOUT LÄNSFÖRSÄKRINGAR

Länsförsäkringar Alliance comprises 23 local and customer-owned regional insurance companies and the jointly owned Länsförsäkringar AB. Through its local insurance companies, customers receive a package of banking and insurance services. Through its subsidiary Agria, Länsförsäkringar also offers animal and crop insurance, and through Länsförsäkringar Fastighetsförmedling it offers holistic solutions for real estate transactions.

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