DSK Mobile – Mobility Hub

DSK Mobile is an app that people open every day, and it’s the natural place to pay any vehicle obligation. For the bank, there are three main goals:

• Increase engagement in the app by 20 to 30%.
• Increase transactions made through the app by 30%.
• Go fully digital for these services by the end of the year.

For customers, it meant fewer missed deadlines, fewer fines and one less app to install.

We worked in a continuous product exploration mode. The process began with a workshop to define the business outcome, followed by in-depth interviews, a summary of potential solutions in the form of a decision tree, and then weekly cycles of prototyping and testing hypotheses with real customers.

Each cycle ended with validated user stories that the team could incorporate into the development plan.

So we conducted around 10 in-depth interviews with DSK Bank customers who use the app regularly, ranging from those who are very confident in using mobile banking to those who rarely open the app.

Two questions guided us through the research:

1. Do customers want these services inside their bank at all?
2. Which services matter most, and what should we build first?

The answer to the first question was a resounding “yes.” Customers don’t want to download and sign up for yet another app, and they already trust the bank with their money.

What they want in return is a brief and clear explanation of how their vehicle data is processed and whether it is shared with external partners.

“I don’t want to download and register in other apps. That’s why I see value in having these services in the banking app I open every day.”

We set a goal at the top of the tree: to have more drivers manage their vehicle-related responsibilities through DSK Mobile, with engagement increasing by 30% by the end of 2026.

Listed under this goal are five opportunities, each of which is phrased in the way customers described their problems:

• “I never want to be caught by a missed deadline.” Push reminders one month and one week before expiry, an alert when something has already expired, and a dashboard sorted by due date.
• “I want all of it in one place I already trust.” A vehicle profile that lists the vignette, civil liability, casco, tax, inspection and lease, ordered around what each persona cares about most.
• “Make setup and payment effortless.” Register once with the plate and auto-fill the rest, scan the registration document instead of typing, and show step-by-step progress.
• “Let me choose the best offer, not just accept one.” In-app insurance comparison with a clear breakdown of price, coverage and installments.
• “I need to trust that the payment really worked.” Instant confirmation with the vignette activation status, and a receipt that can be retrieved any time from the vehicle profile.

The user experience map tracked both personas through five stages: awareness, decision-making, purchase, confirmation, and follow-up. It revealed where emotions dipped and why.

Customers went from uncertainty to disappointment when they had to leave the banking app to pay; they felt confused by a process scattered across different websites; they worried whether the payment had gone through; and they had no assurance afterward.

Registration is the foundation of the hub, so it had to be the easiest step.

The customer enters only the 9-digit registration certificate number, with a hint showing where to find it on the document. The app then fills in the plate number, category, maker and model from live government data. The customer only confirms, and can add an optional alias for the car.

After a short success state, the vehicle appears as a card on the new My vehicle tab, with the services and upcoming payments for that vehicle directly below it.

The e-Vignette was the first service we created. It was the most common request in interviews, and one where missed deadlines led directly to fines.

The process works whether or not the vehicle is registered.

A customer who has their vehicles saved selects a e-vignette from the list and goes through the rest of the process.

A customer who does not have a vehicle saved simply enters the license plate number and can check the “Save Vehicle” option to register it on the spot, which turns a one-time purchase into a starting point for the platform.

From there, the customer picks the vignette type (annual, weekend, weekly, monthly, daily or trimonthly), sets the validity start or chooses “valid from this moment”, reviews the details and pays from a DSK account.

The confirmation answers the trust question from the research: the success screen says where to find the receipt, the vehicle card updates at once to show a valid e-vignette with its expiry date and a “Set a reminder” button, and the full receipt with the vignette number and validity period stays available in the vehicle profile and by email.

The value of discovery

Ten interviews changed what we built. Our starting assumption was that customers wanted convenience. The research showed that trust mattered just as much: proof of payment, a clear data statement and reminders before a deadline, not after it.