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    • CREDIT
    per CLICK

    [ user journey flow ]
    Sparkasse "Kredit per Klick"
    Design Sprint 2019

    Optimising Users pain points,
    when seeking credit products through Sparkasse's digital survey flow.

    Situation/ Team

    Task

    Action

    Result

    "Kredit per klick" - providing a simple and easy credit calculation.

    • Problem:
      Sparkasse offers consumer credit products, nowadays Customers expect to be able to apply for credit fully online without having to visit a branch. On the current Interface Users struggle to move seamlessly from product discovery to application initiation due to unclear navigation, insufficient guidance, and a lack of coherent screen flow. As a result, users experience cognitive friction, uncertainty about next steps, and reduced confidence in completing the credit process.
    • Solution:
      The current interface is non responsive and not suitable for mobile Use Case. We want to make credit applications more efficient. Offering a digitial solution for our clients. In essence, the problem is not a single visual flaw but a structural UX issue: the screen does not adequately support the user’s decision-making process or clearly connect to subsequent actions within the credit journey.
    • Users Need:
      -communicate steps of the process clearly
      - we need to visualise clarity and simplicity starting the credit process.
      - transparency about costs, rates, and repayment
      - trust & security when sharing personal data.
      - Users need easy access to support when something is unclear.

    Reducing the Screen Complexity
    and input Required Infos

    On the Startscreen above the fold, users dont see the credit calculation, nor the full complexity of the input informatiosn required.

    The current Sparkasse credit onboarding journey is not optimized for digital-first customers. Users face unnecessary friction, long forms, and unclear progress indicators, which lead to high abandonment rates and lost revenue opportunities. At the same time, strict compliance requirements add complexity that isn’t well hidden from the end user.

    Evaluate Heuristic Principles, to define the new Design.

    • After a click test, we usually frame the problems in a way that’s actionable for design improvements. I put those findings of my analysis/audit into a slide Deck. It works as responsive component for a presentation pitch, mobile and desktop experience. the audience immediately sees what the process looks like for the new click flow.

    Simplify User Onboarding, Concept Layout.

    Simplify User Onboarding, giving progessive clossure.

    • Easy - Applying for credit online should be quick, easy, and worry-free. We make 4 Infos clear: Requirements, Contact, Steps and Credit Calculation .
    • 💬 Chat – Get instant answers to your questions directly in the application flow. Our advisors are available to clarify details, explain next steps, or guide you through form fields in real time.
    • 📞 Call – Prefer speaking to someone directly? Our service team is just a phone call away. You can get step-by-step assistance, discuss your credit options, and resolve issues without delay.

    With the flex Deck we can play around and test how many cards we want to show:

    The current Sparkasse credit onboarding journey is not optimized for digital-first customers. With the new cards, we give clarity about the steps and process.

    The Desktop functionality adapts to Mobile screen sizes, Variations can be tested for best UX

    What users needs, needs to be met? Whats the First value sparkasse can provide?

    Exploration of "Kredit per Klick" Desktop Experience.

    The current landingpage gives less clarity about the key benfits or key steps. With the new approach we wanted to improve that. With Design Exploration we draft options, with less or more content infos provided.

    Ensure compliance (KYC, PSD2, GDPR) Legal Compliance.

    • Problem: Loan terms (APR, repayment, total cost) not visible early enough → hesitation. Add a short explainer screen before identification (“Why this is needed, how it works, how your data is secured”).
    • Recommendation: Present key terms upfront in a summary box before data entry. Add hover/click info icons for explanations of fees & repayment schedules. Use Sparkasse branding & trust seals (BaFin, TÜV, SSL) to build confidence.
    • Provide a real-time calculator showing monthly rate changes as users adjust loan amount/duration. Allow users to choose their preferred identification method (VideoIdent, eID, Bank Ident)

    Header Claim, to give the reader neccessary first infos.

    Desktop Landingpage Improvements compared.

    How we percieve infos is also linked to Icons in use for a specfific context.

    Giving autonomy to users, using UX principles, to help them make informed choices.

    Billboard Ads of the new Online "Kredit per Klick" solution.

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