Improving Klarna's online customer service

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. Therefore, it only describes the process and results in very general terms.

Background and goal

45 000 000 end customers used Klarna at the time I was tasked with evaluating and improving the user experience of the Klarna website customer service sections - mainly the FAQ. Klarna wanted to better enable their customers to easily and effectively resolve common issues through self-service.