Customer portal for Sweden's largest housing provider

Creating one unified customer portal for HSB, with focus on working tools for tenant-board members.

Client: HSB, Service Design Lead & UX-designer, Team size: 25, 11 months 2018-2019.

Customer insights that impacted the core strategy of HSB

HSB houses 10% of Swedish citizens. When the collaboration between with Designit began, the organisation at large was in need of prioritising between projects and efforts. The organisation consists of 29 smaller autonomous subsidiaries. Each has their own digital solutions and supporting services, resulting in an unaligned customer experience across the regions.

The customers didn’t need 29 different digital services, just one good one.

The customer research was thorough, involving over 100 participants in interviews and workshops. Through this process Designit was able to prove that the customers have very similar needs across the country. This resulted in the launch of a new, unified digital solution that would benefit customers while saving time and cost for HSB.

Thorough customer research became the foundation for a major new digital service.

Designit helped HSB shift internal conversations and attitudes and encourage them to think holistically in order to elevate their customer and service experience. The focus was the design and development of the nation-wide customer portal MittHSB. 

I began my work in the project as a service designer, and helped refine the strategic vision for implementation during a few months. I later shifted my role towards User Experience as the project moved towards delivery and remained in the role for a year. In this way I got to work on the project all the way from the strategic level to the nitty gritty details of the interactions