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Kluriga webbgränssnitt som förvirrar låntagare: Hur Nordeas webbgränssnitt kan förbättras genom användarcentrerad design
KTH, School of Technology and Health (STH), Medical Engineering, Computer and Electronic Engineering.
KTH, School of Technology and Health (STH), Medical Engineering, Computer and Electronic Engineering.
2017 (Swedish)Independent thesis Basic level (university diploma), 10 credits / 15 HE creditsStudent thesisAlternative title
Tricky web interfaces that confuse borrowers : How Nordea’s web interface can be improved by user centered design (English)
Abstract [sv]

Samhället blir alltmer digitalt, något som påverkar bankers system och relation till kunder. Nordea arbetar hårt för att följa den digitala utvecklingen för att tillfredsställa sina kunders behov och önskan. Digitala lösningar minskar den personliga kontakten mellan bank och kund, hur påverkar det relationen? Studien undersöker kunders syn samt Nordeas och konkurrerande bankers arbetssätt gällande bolån. Nordeas webbgränssnitt utvärderas eftersom digitaliseringen gör att hemsidan ses som bankens ansikte utåt och det första kunden möts utav vid digitala bankärenden. Studien syftar till att ta fram ett förbättringsförslag för Nordeas designval och webbgränssnitt. Undersökningar har utförts i form av intervjuer och användartester. Resultatet redovisar för systemets brister och låntagarnas önskan till förbättring. En prototyp med förbättringsförslag redovisas i slutet av rapporten.

Abstract [en]

The society is becoming more digital, this is affecting bank systems and customer relations. Nordea is working hard to keep up with the digitalization to sustain and satisfy the customer needs. Digital systems are decreasing the personal contact between the bank and its customers, how is this affecting the relation? This study examines customers vision as well as Nordea and their competitor’s way of working with digital mortgage. Nordea’s interface is evaluated as digitalizing allows website to be the bank’s public face and the first thing costumer meet when applying for digital bank errands. The study aims to develop improvements for Nordea’s design choices and interface. The inquiry has been carried out in the form of interviews and user tests. The result of the study accounts for the flaws in the system and the customers wish of improvement. A prototype with enhancements and suggestions of change for Nordea’s webpage is presented in the end of the report.

Place, publisher, year, edition, pages
2017. , 74 p.
Series
TRITA-STH, 2017:50
Keyword [sv]
Användarcentrerad design, Användarvänlighet, Personlig kontakt, Gränssnitt, Digitala system, Användarcentrerad design
National Category
Human Computer Interaction
Identifiers
URN: urn:nbn:se:kth:diva-208940OAI: oai:DiVA.org:kth-208940DiVA: diva2:1109026
External cooperation
Nordea
Subject / course
Computer Engineering with Business Economics
Educational program
Bachelor of Science in Engineering - Engineering and Economics
Supervisors
Examiners
Available from: 2017-06-16 Created: 2017-06-13 Last updated: 2017-06-16Bibliographically approved

Open Access in DiVA

Kluriga webbgränssnitt som förvirrar låntagare(3960 kB)8 downloads
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File name FULLTEXT01.pdfFile size 3960 kBChecksum SHA-512
b5ee8e323c42c8d4d9c6567403b1462bc48885e8a0fe3ce1bc879a72c1bc33faa2669a795fc9c0f44d0ed2d1f743b060f67236d4158fd40a7cae1197b6e6c2bd
Type fulltextMimetype application/pdf

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CiteExportLink to record
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Citation style
  • apa
  • ieee
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  • de-DE
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Output format
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