New Advisor Portal - NBP
A core system used by hundreds of Danske Bank advisors to handle customer cases for Swedish customers.
As the UX designer, I led the research, ideation, and design process to simplify complex workflows, reduce handling time and create completely new platform.
The result: faster case completion, fewer errors, and a more intuitive experience that advisors now rely on daily.
Danske Bank
Denmark, Copenhagen
5 October 1871
Financial instituction
DKK 23.6 billion in 2024
20,000+
Challenge
Danske Bank needed to improve how Swedish advisors handled customer cases in a highly competitive market.
The goal was not just a UI refresh, but a clearer and more efficient platform that could:
unify fragmented tools
reduce handling time and errors
help advisors focus on decisions, not admin work
A key obstacle was adoption, advisors were used to old ways of working and skeptical that a new tool would actually make their work easier.
Results
The new Advisor Portal reduced case handling time by 35% and cut human error by 85%.
The redesigned experience felt more intuitive and aligned with advisors’ mental models, helping improve efficiency and support better customer service.
“Thanks for all help this year, Marius. The platform works really good now. It’s much faster for us to handle cases, and I think everyone in the team is happy. ”
Jessica
Danske Bank LAC advisor
35%
Improved case handling time
25%
Decreased human error rates by 85%
Process
Discovery & Research
I interviewed Swedish advisors from two teams and observed how they handled customer cases in practice.
This revealed:
fragmented systems and manual work
duplicated steps across teams
communication gaps that increased delays and errors
Workflow Mapping & Opportunity Framing
Together with the business analyst, I mapped the full advisor journey and compared how both teams worked.
This helped us:
identify duplicated processes
surface unnecessary manual steps
define where simplification and automation would have the biggest impact
Concept Development & Design Iteration
I designed and iterated multiple flow concepts, validating them weekly with real advisors.
A key shift was redesigning the approval and rejection flow by introducing:
internal collaboration tools
data pre-filling
contextual commenting inside each case
Testing & Implementation Alignment
We ran focused usability sessions and worked closely with developers to keep solutions both useful and feasible.
This phase helped refine:
case navigation
data visibility
interaction logic under technical constraints
Visual Design & System Integration
The final UI focused on clarity, hierarchy and consistency across tables, forms and case views.
The goal was simple:
reduce cognitive load
make decisions easier
create a calmer experience in a data-heavy environment
Additional features
Reflection
This project showed how much impact clear product design can have in complex operational environments. By simplifying workflows and aligning the experience with advisors’ mental models, we improved not only efficiency, but also confidence in day-to-day work.
It reinforced an important lesson for me: strong product design is not just about cleaner UI, but about reducing friction, supporting better decisions, and making complex systems easier to trust and use.