We conducted extensive user research with the customer support agents. 10 interviews and two card sorting surveys to determine the information architecture on the Customer page. We redesigned the page based on our research findings.

Based on the interviews, we’ve discovered a few crucial features that would make support agents’ lives much easier. For instance, we introduced a log of all changes made on the customer account. This change log removed a lot of tiresome investigation for the agents.

The product became so successful within the company that Klarna decided to expand its functionality and add card data to it. This allowed the decommissioning of the third-party tool and significantly decreased the IT costs.

While building and expanding the product, we strictly adhered to the existing design system. It saved an enormous amount of time and developer resources since they didn’t have to build the components from the ground up.