By Peter Ramsey

17 Sep 20

How Klarna Works Company Logo
Klarna8 min read
Listen

How Klarna Works

How Klarna Works Featured Image

Klarna is one of the biggest ‘buy-now, pay-later’ services in the world, and you’ll probably have seen their logo in a few familiar places, like ASOS, Topshop and Wayfair.

The idea is that you can buy something from one of their participating retailers, receive the item, and pay for it through Klarna later on.

And it seems to be working well. As I write this, Klarna is a $10 billion company, and they claim to process more than a million transactions every day.

So, you can imagine how meaningful a 1% improvement in their customer retention would be. Even 0.1% would be noticeable.

Well, let’s explore the UX mistakes that Klarna are making, and ultimately how they could improve their product fairly easily.

Summary

  • 🎯

    Recognising event-driven behaviour.

  • 🍯

    How not to ask ‘are you sure?’.

  • ⛳️

    The irony of saying something is ‘easy’.

  • 🗺

    Always include a way back.

  • 💬

    Avoid content echos.

Please rotate your device to view this slideshow

Note, this won’t work if ‘rotate: lock’ is on in your device settings.
5141
5142
5143
5144
5145
5146
5147
5148
5149
5150
5151
5152
5153
5154
5155
5156
5157
5158
5159
5160
5161
5162
5163
5164
5165
5166
5167
5168
5169
5170
5171
5172
5173
5174
5175
5176
5177
5178
5179
5180
5181
5182
5183
5184
5185
5186
5187
5188
5189
5190
5191
5192
5193
5194
5195
5196
5197
5198
5199
5200
5201
5202
5203
5204
5205
5206
5207
5208
5209
5210
5211
5212
5213
5214
5215
5216
5217
5218
5219
5220
5221
5222
5223
5224
5225
5226
5227
5228
5229
5230
5231
5232
5233
5234
5235
5236
5237
5238
5239
5240
5241
5242
5243
5244
5245
5246
5247

👇

That’s all for the slideshow, but there’s more content and key takeaways below.

Slide 1 of 108

5 UX takeaways

1. Event-driven behaviour

Sometimes—as I’m making my morning coffee—I’ll realise that we’ve run out of milk. So I rush down to my local shop, power-walking through the isles at 7am with a bottle of milk in hand.

It’s a very small shop, so the cashier will have seen me pull up, and use the most efficient path to go from the door, to the milk, to the till—and have Apple Pay up and ready before they open their mouth:

Do you have a Tesco clubcard?”

No.” (slightly out of breath)

Would you like to sign up now?”

Sure, it may be company policy to always ask, but it’s a stupid company policy.

It’s also a perfect example of an issue that happens a lot when designing software: people misunderstanding, or not considering what is driving a user’s behaviour.

I’ve overly-simplified this, but consider that there are only two types of behaviour:

🎯

1. Event-driven behaviour

People have a clear purpose or goal.

💁‍♀️

2. Casual browsing

Open to being tempted by offers and new products.

Klarna have a version of this when paying for your first item, after you click on a CTA that is very event-drive: “I’m ready to pay”.

As this is your first experience of Klarna, you’re probably anxious to see if there will be any additional fees. You want to make the payment as quickly as possible, and be reassured that you didn’t make a mistake trusting Klarna in the first place.

Well, after clicking on that CTA, you’re immediately asked to invest your time into creating better future shopping experiences. This is their ‘clubcard’ moment.

You click "I'm ready to pay"...

You click "I'm ready to pay"...

Introducing: temptation

Introducing: temptation

The point here isn’t that Klarna shouldn’t be asking users to invest their time—it’s that right now, in this moment, the user is focused on a task.

And if you’re trying to get a user’s attention, to ultimately invest time into something irrelevant, then you’ll have much more success doing it after they’ve completed that task.

Or rather: if Klarna asked this same question after the payment had been made, I’d be confident that they’d increase the engagement they received.

2. "Are you sure"?

Imagine if my Tesco scenario actually went like this:

Do you have a Tesco clubcard?”

No.

Would you like to sign up now?”

No thanks.”

Are you sure?

Yes”

But are you sure?

Let’s be honest, this would be insane, yet it’s exactly what Klarna do. Actually, they ask if you’re sure four times in a row.

Skip

Skip

Yes, skip

Yes, skip

Skip

Skip

Yes, skip

Yes, skip

There are two problems with what Klarna are doing here:

👌

1. Offering no new information

Just asking the same question again isn’t convincing—you need to entice the user into changing their mind with some new information, or a benefit that they may not have correctly valued before.

🙄

2. Making you skip each step individually

If you want to skip the first part of the personalisation process, you probably also want to skip all the following parts too.

It’s actually quite helpful to use my analogy again:

It may be convincing enough if the Tesco employee responded with new information, for example:

Are you sure? All I need is your email address and you’ll get a £2 bonus instantly.”

In conversation, this is mostly instinctive. If someone says no to your offer, you immediately know that you need to entice them a little more. Even children understand this.

But in software, human instinct needs to be designed. It rarely happens by coincidence.

3. The irony of telling people how easy something is

Telling someone how easy something is—without quantifying it in any way—is in short; useless.

There’s a deep irony too: companies believe their own products are easy to use, so they tell people how easy they are to use. In doing so, adding stuff for the user to read, making it take longer.

The key is to not just say something is easy, but explain why it’s easy. Otherwise it’s nothing more than padding.

For example:

❌ Useless comments

✅ Good alternatives

It’s really easy.

All you need is an email address—that’s how easy it is.

It’s really quick to do.

90% of our users complete this process within 75 seconds.

Klarna have a great example of this: telling the user “It’s a breeze”.

null image

If this seems tiny and insignificant, that’s because it is. But it’s also easily solvable, and a missed opportunity to say something that’s actually interesting.

Great product design is a balancing act of being as concise as possible, whilst also being as convincing as possible.

4. People will enter their details incorrectly

You’ve probably heard the quote: nothing is certain, except death and taxes.

Really though, this needs to be rewritten for 2020:

“Nothing is certain, except death, taxes, and that customers will enter their personal details incorrectly on your form“.

When designing software, in particular forms, you need to make sure that users can go back and edit their data—without having to just start again—because they will get it wrong some of the time.

Which is why verifying your phone number with Klarna is so frustrating—you can’t go back. You have to request a new email, get a new link, and start again.

Enter number

Enter number

Realise it's wrong

Realise it's wrong

Can't go back

Can't go back

This is probably an oversight, but it’s such a major inconvenience when it does happen.

5. Content echos

I’m a big fan of helpful text: the small—usually grey—secondary line of text that gives context to a title.

But sometimes people push it too far, and really there’s nothing relevant extra to say. For example:

null image

It’s a harmless line of text. The designer probably wasn’t overly-happy with putting it in, and knew it was a waste of time, but it made the aesthetic design work better.

But here’s the thing: subconsciously people will start to notice that some of the content isn’t very helpful, and so they stop paying attention to it.

The risk of the content echo is not the echo itself, but that it teaches the user that sometimes the helpful text isn’t actually helpful at all.

You’ve finished this study

+1

Become a BFM+ member to track your progress, create a library of content and share learnings within your team.

You’ve finished this study

Other studies picked for you

How Product Psychology Could Stop Uber Drivers From Stealing

How Product Psychology Could Stop Uber Drivers From Stealing

How upstream thinking could reduce stolen orders, avoid tip-baiting and increase driver happiness.

How to Reduce Churn by Doing Your "One Thing"

How to Reduce Churn by Doing Your "One Thing"

When it comes to onboarding, it's often more effective to do just one thing (really damn well).

BFM+ Exclusive

Unlock all 77 case studies with BFM+

View Plans
A Masterclass in User Activation (96% of them)

A Masterclass in User Activation (96% of them)Preview this content

Discover the art of setting a goal and then using that to immediately create the perception of success.

All of the UX analysis on Built for Mars is original, and was researched and written by me, Peter Ramsey.

Never miss the free UX analysis

Free case studies, the moment they’re released, plus a digest of the best UX Bites every few weeks.