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Redesign of Kontrollavgift.se

In this project, we worked on improving the website Kontrollavgift.se, a service that manages parking control fees on private property. The aim was to reduce unnecessary email inquiries and incorrect appeals by creating a more informative, educational, and user-friendly web experience.

My Role

My main responsibilities included:

  • Leading the Empathize phase, including usability tests and test scenarios

  • Developing a SWOT analysis based on the company’s needs and user behaviors

  • Designing components and structural logic in the prototype

  • Ensuring quality of flows and consistency across the interface

In addition, I actively contributed to all parts of the process: ideation, user journey mapping, sketching, prototyping, testing, and iteration.

Image of the first page.
The Design Process – Double Diamond
Discover & Define

We started by analyzing the existing website and identifying issues through:

  • Usability tests on the current version

  • SWOT analysis

  • Identification of false assumptions, e.g., that users believed the site handled all types of parking fines

 

Insights:

  • Legal language confused users

  • The FAQ was either overlooked entirely or perceived as insufficient

  • Many users submitted appeals without valid reasons, often in frustratio

SWOT Analysis.
Develop

We used Crazy 8 sketches and brainstormed solutions, followed by creating:

  • A mid-fidelity prototype to test structure and content

  • A high-fidelity prototype with improved flows and visual hierarchy

I worked on building and linking the different screens, as well as ensuring that all parts communicated a clear and understandable user experience.

Photo of solution sketches.
Solutions in the Prototype

Right Path from the Start

  • An icon on the parking ticket visually matches the website → fewer misdirected visits

 

Your Chances – Statistics-Based Guidance

  • A new page shows the likelihood of an appeal being approved

  • The result can strongly influence user decisions and reduce impulsive appeals

 

AI Chatbot & Contact Form

  • Provides answers instantly without the need to email → reduces support workload

 

Clearer Language & Structure

  • Legal phrasing simplified into more accessible language

  • FAQ section highlighted and restructured

 

Photo Evidence & Transparency

  • Users can view photos of the parking violation to understand why the fee was issued

Parking fee ticket
View of the start page
Pop-up when you have arrived on the wrong page
Three frames and their different interactions
Results & Insights

Our tests showed that:

  • Improved language and statistics-based guidance directly influenced user decisions

  • A more educational structure reduced the need to contact support

  • Simple visual means (icon, structure, tone) could have a significant impact

What I Learned

This project strengthened my skills in:

  • Facilitating user tests with clear objectives

  • Making design decisions grounded in user behavior

  • Understanding how small changes in structure, language, and guidance can create significant impact in a frustrating context

I am particularly proud to have contributed to a solution that:

  • Reduces negativity and frustration among users

  • Relieves the company’s support team

  • Creates a clear, intuitive, and respectful user experience

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