Enabling customers to do 95% of their banking on a mobile
Challenge
Provide customers with the digital services they want from a modern bank, and in doing so help Länsförsäkringar AB become the best digital bank in the country.
Solution
We developed their mobile banking app – so that customers can do virtually all their banking on the go – and built an ongoing strategic relationship with Länsförsäkringar AB.
About the client
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.
Awards
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”
93%
Customer Satisfaction Score1ST
Quality Index Ranking6M
Unique visits per monthWant to talk?
Is your bank or business in need of transformation? Then we’d love to hear from you.
Get in touchThe challenge
The way people view and interact with banks is 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.
A true partnership
We were asked to challenge the way Länsförsäkringar AB work, and help them digitally prepare for the future.
“Having the team from Daresay in-house has proved invaluable. It allows us to work closely together, challenge each other, learn from one another, and continuously provide our customers with what they want.”
Tove Fasth, Product Owner at Länsförsäkringar AB
The solution
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 app has now become the testing ground for new banking services – because we can roll out quality services quickly to customers this way. It’s also a key reason why we have been voted the best digital bank in Sweden for the last three years in a row.”
Tove Fasth Product Owner for Länsförsäkringar AB Bank app
How we did it
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.
CollaborationDesigners and developers whiteboard an early stage concept for the app.
“Over the years the entire mind-set of the organisation has become more digital – and Daresay have played a big part in that.”
Tove Fasth Product Owner for Länsförsäkringar AB Bank app
Want to talk?
Are you ready to embrace digitalisation? Then we’d love to hear from you.
Get in touch