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
The Swedish market is particularly sensitive, Danske Bank is competing with stronger local players in the market and advisor efficiency directly influences both brand trust and revenue.
The goal wasn’t superficial UX improvement. It was organizational optimization through design:
Unify scattered tools into one consistent workspace
Cut handling time and reduce human error
Enable advisors to focus on decisions, not administration.
The deeper challenge? Advisors didn’t believe much could change. They were used to their old ways, skeptical that “a new tool” could make their work any faster.
Results
The new Advisor Portal reduced case handling time by 35% and cut human error rates by 85%.
Advisors reported that the platform felt intuitive, aligned with their mental models, and made collaboration effortless. For Danske Bank, the redesign directly improved advisor efficiency and contributed to better customer service and higher satisfaction across the Swedish housing segment.
35%
Improved case handling time
25%
Decreased human error rates by 85%
Process
Discovery & Research
I began by conducting in-depth user interviews and workflow shadowing sessions with Swedish advisors across two teams: LAC (serving existing customers) and On Demand (new customers).
These sessions revealed a maze of manual processes, fragmented systems, and communication breakdowns that slowed loan handling and increased errors.
By mapping their end-to-end journey, I identified critical inefficiencies where automation, clearer task structure, and system integration could bring immediate impact.
Workflow Mapping & Opportunity Framing
Together with my business analyst, we reconstructed the advisor flow step by step.
We compared how both advisor teams worked, exposed duplicate processes, and discovered several tasks that could be eliminated altogether.
This phase wasn’t just about documenting pain points it was about reframing how work happens, aligning stakeholders on what efficiency really means inside a regulated financial environment.
Concept Development & Design Iteration
Starting from low-fidelity flow sketches, I designed and iterated multiple interface concepts, validating each with real advisors weekly.
A pivotal decision was rethinking the approval and rejection system: instead of relying on external emails and spreadsheets, we built internal collaboration tools, data pre-filling, and contextual commenting directly into each case.
Each design cycle reduced cognitive load and decision friction, bringing us closer to an intuitive, error-resistant experience..
Testing & Implementation Alignment
We conducted focused usability sessions with both advisor teams, testing interaction patterns, data visibility, and case navigation logic.
Parallel to that, I collaborated closely with our developers to ensure designs were technically feasible adapting to system constraints without losing user experience quality.
Several iterations also influenced our design system itself, where new UI patterns were proposed and later adopted to better support operational workflows.
Visual Design & System Integration
While functionality drove most decisions, visual refinement played a crucial role in building trust.
We focused on clarity, hierarchy, and consistency across complex tables and forms creating an interface that felt lighter and faster, even in data-heavy contexts.
Every pixel served a purpose: to help advisors make confident decisions in less time.
Additional features
“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
Reflection
What started as a technical redesign became a lesson in transformation. We didn’t just make advisors’ work easier we changed how they felt about their work.
Seeing skeptical users smile and say, “this finally makes sense,” was the real measure of success.
This project taught me to balance speed with depth, creativity with feasibility, and vision with constraint. It reminded me that meaningful design doesn’t happen in isolation it happens when you listen deeply, question assumptions, and stay persistent until everything clicks into place.