Goldpen AB - Kontrollavgift.se
Kontrollavgift.se is a digital service for paying and disputing parking fees, developed by Goldpen Computing AB. The service receives large numbers of cases daily, but many users submit incorrect or irrelevant disputes. This leads to frustration among users, high workload for customer service and inefficient case management.
The mission was to improve the user experience while reducing the number of incorrect cases through clearer communication, guiding design, and a more accessible platform.
Challenge
How can we create a digital platform that:
guides the user correctly and prevents incorrect disputes
creates understanding of what can actually be contested
makes the process more efficient and less frustrating for both users and companies
My focus
Conducted user interviews and tests of the current service.
Contributed to analysis and problem formulation.
Participated in idea generation (Crazy 8, brainstorming, dot-voting).
Sketched wireframes and worked on the prototype in Figma.
Responsible for the presentation's structure and design.
Process and method
We used the Design Thinking process:
Empathize: Interviews and usability tests to identify problems.
Define: Problem statement, HMW question, and analysis of user frustration.
Idea generation: Crazy 8 and brainstorming → prioritization of ideas.
Prototype: Flowchart, wireframes and mobile prototype in Figma.
Test: 7 usability tests led to iterations such as clearer pop-ups, improved payment page, and simpler language.
Results
We created a mobile prototype with guiding features:
Pop-ups that clarify valid reasons for dispute.
Confirmation box that ensures that the fine belongs to Kontrollavgift.se.
Improved design with logo, language selection and dark/light mode.
Clearer information structure that explains the difference between inspection fee and parking fee.
Additional improvement suggestions included: ready-made phrases for disputes, OCR scanning at payment, and clearer placement of payment information.
Lessons learned
I learned the importance of small, high-impact design changes, like a confirmation box or clearer information box, to improve the user experience. The project also gave me experience in working iteratively with tests and balancing user needs with business goals to create an effective digital solution.