Revolutionizing Business Management with Klarna Partner Portal: A Case Study
Klarna for Business
Role
Senior Product Designer @ Social Shopping
Project Timeline
2023-2024
Industry
eCommerce, FinTech
Team
PMs, worked alongside 6 Lead Product Designers across multiple domains
Tools
Figma, Jira, Maze, A/B Testing Platforms
online
Klarna is renowned globally for transforming eCommerce payments with innovative and consumer-friendly solutions, serving over 93 million shoppers across 26 markets.
As part of Klarna's ongoing mission to empower merchants and streamline their operational efficiency, the Klarna Partner Portal project aimed to consolidate multiple business management tools into a single intuitive, web-based platform. My role as a Senior Product Designer involved close collaboration with a cross-functional team of designers and stakeholders to deliver an exceptional user experience that addressed key merchant pain points and optimized their daily operational workflows.
The Problem: Disjointed Management Tools Frustrated Users
Merchants previously navigated multiple disconnected tools, causing inefficiencies and a fragmented user experience. This complexity impacted merchant productivity and hindered business growth opportunities.
My Approach & Solution
Conducted user flow analysis and customer interviews to pinpoint pain points.
Benchmarked competitor portals, identifying best practices from platforms like Shopify and Stripe.
Users failed to complete onboarding, leading to lower activation and conversion rates.
Key Research Insight
User flow analysis revealed merchants struggled with fragmented interfaces, leading to prolonged task completion times and user frustration.
Login screen
The Solution: A Seamless and Guided Onboarding Experience
To address these challenges, we redesigned the onboarding flow for Guesty Lite and Pro, introducing a step-by-step experience that focused on simplicity, clarity, and ease of use.
UX Strategy & Ideation
Designed intuitive user flows and tested multiple dashboard navigation models.
Collaborated extensively with stakeholders, aligning business objectives with design feasibility.
Created a seamless connection to the Shoppable Video feature to streamline growth management.
Execution & Implementation
Developed a scalable, responsive design system based on Klarna’s mobile UI standards.
Conducted iterative prototyping with 4 rounds of usability testing involving real merchants.
Supported developers in agile sprints to refine and implement interactions efficiently.
Main homepage of growth section · Shoppable Video Dashboard
The Impact: Dramatic Boost in Merchant Efficiency & Satisfaction
The redesigned onboarding process delivered significant improvements:
Daily Task Completion Speed
Before:
7 mins
After:
3 mins
Improvement:
-57% Faster
Merchant Portal Adoption Rate
Before:
65%
After:
92%
Improvement:
+42%
User Satisfaction (CSAT)
Before:
68%
After:
90%
Improvement:
+32%
What Made the Difference?
Creating a unified, intuitive dashboard significantly reduced cognitive load and improved merchant workflow.
Business Impact
The optimized experience contributed to higher user retention and increased merchant revenue opportunities.
Management of my content
Lessons Learned & Takeaways
What did I learn?
Key Learning:
Seamless integration between growth tools like Shoppable Video and operational dashboards is critical for user satisfaction.
Next Time:
Engage engineering teams earlier to proactively identify technical limitations.
Data-driven design decisions through A/B testing helped validate key UX improvements.
Key Takeaway for Future Projects
Effective UX design must balance visual appeal with operational simplicity to truly enhance user productivity.
Summary
The Klarna Partner Portal project was a significant step forward in empowering merchants by consolidating disparate business tools into a singular, intuitive interface. The new portal significantly streamlined operational tasks, enhanced merchant satisfaction, and boosted overall platform adoption. By focusing closely on merchant feedback and iterative testing, we delivered a product that truly resonates with user needs. Our scalable and responsive design system, strategically aligned with Klarna's existing mobile design, enabled rapid and seamless implementation, ensuring a consistent user experience across devices. Ultimately, the success of this project reinforced the importance of aligning business objectives with robust UX strategies, showcasing the tangible value of user-centered design.
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