Kifid 

How to service three completely different target groups on one website? 

Kifid
UX / UI Design


How to service three completely different target groups on one website?

Scope

Kifid is short for ‘The Dutch Financial Complaints Institute’. Kifid is the expert and accessible complaints desk for people with a complaint about a financial product or service from the bank, insurer or other financial service provider. In 2018, Kifid served 2922 complaints and did 1135 judgments.

The website used by Kifid did not meet the standards set by the focus group of Kifid anymore and therefore, our team was asked to develop a high-quality, accessible and segmented website. 

Kick-off

The main focus of the new website of Kifid was that it should meet Dutch requirements called ‘WCAG 2.0 / webrichtlijnen 2’. WCAG 2.0 have as goal: to prive everyone with access to online information and good quality services.

To meet the requirements, the technique, as well as the design was checked and iterated throughout the whole project.

Overview WCAG 2.0 (Dutch) - Image Courtesy of dekrachtvancontent.nl

Overview WCAG 2.0 (Dutch) – Image Courtesy of dekrachtvancontent.nl

Overview WCAG 2.0 (Dutch) - Image Courtesy of dekrachtvancontent.nl


Lo-Fi Wireframe homepage with segmentation Kifid.nl

Segmentation

Kifid services three completely different target groups:

  1. Consumers
  2. Entrepreneurs
  3. Financial Service Providers

The information on the website was written different for the three target groups, so segmentation of the groups was necessary to provide a pleasant user experience. After a design sprint, our team chose for segmentation on the homepage and a cookie to remember the preferences of the user for a set period of time. 

Visual Design

Luckily (for us), the corporate identity of Kifid was not sufficient enough to design a complete new website. This gave my team the chance to design an accessible website, with a professional look. Kifid is a service provider, so with use of the right Tone of Voice and images, the user gets the idea that Kifid is there to help you in times of need. 

Homepage of Kifid.nl

Test

Not everyone can file a complaint about a Financial Service Provider through Kifid. There are certain criteria you need to meet. My team developed a test, which you can take in under one minute, to determine wether or not you can file a complaint through Kifid. Convenience at its finest! 

Kifid.nl test

Visit Kifid.nl to take a look.

Segmentation

Kifid services three completely different target groups:

  1. Consumers
  2. Entrepreneurs
  3. Financial Service Providers

The information on the website was written differently for the three target groups, so segmentation of the groups was necessary to provide a pleasant user experience. After a design sprint, our team chose for segmentation on the homepage and save the preferences of the user with a cookie.

Visual Design

Luckily (for my team of Designers), the corporate identity of Kifid was insufficient to design a complete new website. This gave my team the chance to design an accessible website, with a professional look. Kifid is a service provider, so with use of the right Tone of Voice and images, the user gets the idea that Kifid is available to help you in times of need.

Homepage of Kifid.nl

Test

Not all complaints about a Financial Service Provider can be filed through Kifid. There are certain criteria you need to meet. My team developed a test, which you can take in under one minute, to determine wether or not you can file a complaint through Kifid. Convenience at its finest!

Kifid.nl test

 

Feel free to take a look at Kifid.nl

Want to know more? 

Drop me a line at hello@dokriek.com

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