2025
Kespro's credit control and customer service teams identified a need for a dedicated page on financial matters, as customers had uncertainties about where to reach out regarding invoices and payments. To address this, the teams drafted the initial text content, outlining key information to guide users effectively.
I designed the page layout and refined the content to improve clarity and usability, working within the constraints of the Contentful CMS. I was responsible for the full UI design, including structuring the content and translating it into English. Also, I tracked web analytics to evaluate performance and guide iterations.
Outcome
I delivered an Invoices and payments page alongside a supporting FAQ section, both in Finnish and English. Information was organised into clear sections to improve readability and navigation, with consistent use of Kespro’s visual style (e.g. orange icons and structured content blocks) to ensure alignment with the existing site.
After linking the page in the footer, it began receiving traffic and successfully directed users to the appropriate contact channels, improving the overall customer experience.
Iteration and impact
I conducted detailed analysis of web analytics to evaluate the page’s performance. The data showed that linking the page only in the footer was insufficient since users often navigated to the general contact page before finding the correct Invoices and payments page from the footer. This indicated a clear issue with discoverability.
To address this, I explored two alternative design solutions: a simplified text-based approach and a layout using existing box components. The text-based solution was selected, as its dedicated heading and spacing made it more visible and less visually constrained than a single box among others.
This iteration improved the page’s visibility, streamlined the user journey, and made it easier for users to access the correct information and contact channels. As a result, there was a clear decrease in customer enquiries related to invoicing, as users were able to find the information independently online.
The page was linked to the contact information page to help users navigate to the correct page
Key learnings
This project highlighted the importance of content discoverability in addition to content quality. Even though the Invoices and payments page provided clear and well-structured information, placing it only in the footer limited its visibility and delayed users from finding the information they needed. As such, this project served as a good example of how important it is to validate design decisions with real user behaviour rather than assumptions.
Design sandbox
Parts of the initial text content
Original contact information page
Alternative design of the updated contact information page
The new page was linked to the footer