My Lowell (ML) is the digital customer service platform of Lowell Nordics active in Denmark, Finland, Norway, and Sweden. The yearly customer number of Lowell Nordics exceeds 600,000. I have been the sole UI/UX designer starting from August 2018. The UI work involves helping to define the new requested functionalities by country managers, creating development stories, graphic design, and ensuring the deployment with the testing aspect. The UX work involves understanding the customer needs and wishes (That’s a hell of a challenge given the hostile industry) to provide them with a friction-free digital journey to help them become debt-free. All the while making sure the business value is there for Lowell both financially and brand-wise. I do insight research, demographical analysis, feedback collection, A/B testing, and communicate these with software developers in addition to business owners.