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Kommunalkredit Austria AG (Kommunalkredit) is right on track for being specialised in financing infrastructure since their privatisation in September 2015. They have widened their service to online products for end-users. USECON supported this digitisation with Usability & User Experience knowledge.
The bank has started there online assessment value service KOMMUNALKREDIT INVEST, which aims at privat clients who want to save money with attractive conditions. This supports important infrastructure investments. KOMMUNALKREDIT INVEST is a user friendly, innovative platform for online assessement values.
USECON conducted this new assessement value service KOMMUNALKREDIT INVEST with a 3-ary User Experience (UX) & Usability process. The focus lay on the landing page, on the sales processes from a user’s point of view and on the logged-in member area.
During the first phase in a KPI-workshop (Key Performance Indicator), the main User Experience & Customer Experience goals were defined and are now the base for the measurements from a customer’s point of view.
Bottom-up on these strategic workshops, a Usability & User Experience test with participants of the target group has taken place in the UX labs of USECON. The results of this phase were directly (agile) communicated to the client (quick reports & findings) and the customer insights have been implemented immediately to the development of the system.
The third phase consisted of a broad family & friends study. More than 200 participants tested and tried the new assessement value service. Defined KPIs were measured with Experience questionnaires and classic Usability & User Experience surveys were conducted.
The results of these various User & Customer Experience methods were pictured in a Customer Journey model (pain & pleasure points/moments of truth) and are being used by Kommunalkredit Austria AG as the base for future decisions in the digitisation of processes.
Kommunalkredit is a specialist bank for infrastructure financing. Their main focus lies on the segments Energy & Environment, Social Infrastructure and Transport. Find out more about Kommunalkredit Austria AG.