Year
2025
Client
Kjenn Folkebad – Personal Project
Role
UX/UI designer
Background
Kjenn Folkebad is a public bath service owned by Lørenskog Municipality. As a permanent customer, I had experienced some challenges with their check-in process, which made me curious about the overall digital solutions they provided — particularly the mobile version and booking system.
Instead of only reflecting on my own user experience, I decided to take it further and conduct structured research on the product. The goal was to understand how the system supported users, identify opportunities for improvement, and explore how a redesign could create a smoother digital experience. By combining personal insights with research findings, I was able to approach the project from both a user’s and a designer’s perspective.
Later, I suggested this topic as a project within my UX studies, which allowed me to turn it into a case study. This gave me the opportunity to apply UX methods in practice while working with a real, existing service that I was already engaged with as a customer.
Target Users
These personas represent typical users of Kjenn Folkebad’s booking system, highlighting their goals, frustrations, and motivations to ensure the design meets real user needs.
Originally created in Norwegian; translated into English for this case study.
User Interviews
I spoke with several Kjenn Folkebad customers to get a sense of how they experience the booking process. Many mentioned that using a clip card can be confusing since it works differently from buying a regular ticket. Some users said they barely use their personal profile because it feels messy and doesn’t give a clear overview of their bookings or clip cards. Finding the QR code for check-in was another common frustration—people said it’s often hard to locate quickly. Navigation in general seems tricky, especially when trying to book a specific time slot, because the control menu is tucked away in a dropdown and hidden in subpages. Hearing these experiences made it clear where the main pain points in the current system are.
Key Insights
Through conversations and interviews with Kjenn Folkebad customers, several challenges in the booking experience became clear. Users struggle with the current navigation, managing clip card bookings, accessing QR codes for check-in, and using the personal profile.
Clip Card Booking: Users who book time with session pass (klippekort) find the booking process confusing, as it differs from standard time booking.
Personal Profile: The existing profile is chaotic, offering a poor overview of bookings and clip card information.
Check-in QR Codes: QR codes are difficult to locate and access quickly, slowing down the check-in process.
Navigation: The main menu is hidden in a dropdown, making it difficult for users to book quickly on the go or use the interface with one hand.
Pain Points & User Needs
After gathering insights from users, I translated their struggles into a set of pain points and needs. This diagram illustrates the gap between how the booking system works today and what users expect, helping define the direction for the redesign.
Design Goals
Based on the identified pain points and user needs, the redesign of Kjenn Folkebad’s booking system focused on the following goals:
Create a dedicated personal profile (‘Min profil’) where users can easily access bookings, clip card information, and tickets in one place.
Streamline the booking process for session pass (klippekort) users so it aligns more closely with single-ticket booking, reducing confusion.
Improve navigation with mobile-first patterns to make booking fast, intuitive, and usable with one hand.
Make check-in quick and accessible by ensuring the QR code is available directly from the profile overview without unnecessary downloads or extra steps.
Restructured Sitemap for Mobile
The current mobile solution was redesigned as a Progressive Web App (PWA),
with a new ‘Min profil’ section, to improve usability and accessibility. The new structure consolidates all key features and options in one place, making navigation more intuitive and user-friendly. This approach ensures a smoother experience for users, whether they are booking visits, checking tickets, or exploring the service.
Summary
The ideation process resulted in a restructured sitemap and detailed wireflows that mapped out the key booking journeys. These outputs created a clear foundation for the design phase, where the focus shifted to building prototypes and refining the user interface.
Prototype - Key UX Features
The prototype was created with a strong focus on usability and clarity, ensuring users can navigate and complete tasks with ease.
Progressive Web App (PWA) structure – centralizes core features and improves mobile accessibility.
Tab bar navigation – enables quick access to My Profile (Min Profil) and other main features.
Overview page – gathers active tickets, bookings, and a check-in button in one place for efficiency.
Breadcrumbs & directional arrows – guide users through the booking flow, reducing confusion.
Consistent icons & labels – support recognition and make navigation more intuitive.
Visual Design
Visual design shapes how Kjenn Folkebad is experienced, combining clarity and aesthetics. Key elements are shown in this style tile.
Validation through research
Working on this project gave me valuable learning both about the users and about my own design process. Since I use Kjenn Folkebad myself, I already knew some of the frustrations, but through research, personas, and journey mapping I was able to confirm these challenges and uncover new ones. This combination of personal perspective and structured methods gave me a strong foundation for the design decisions.
Streamlining the experience
One of the strongest findings was that the current service felt fragmented. Important tasks like booking, using session pass, and finding QR codes were spread across different steps. By gathering everything in one place — “Min profil” — the experience became more logical and much easier to manage. This showed me how important it is to reduce scattered entry points and give users one clear overview.
Mobile-first as a necessity
Most users interact with the service on their phones, often while on the move. The old dropdown menus slowed people down and made navigation unclear. By introducing a bottom tab bar, breadcrumbs, and more touch-friendly layouts, the flow became faster and more intuitive. This confirmed that mobile-first isn’t just something to “check off” — it needs to drive the whole design.
Personal reflections
This project balanced creativity and structure. Research, flows, and testing ensured the design was meaningful, while visual exploration made it engaging — showing how small details can have a big impact on usability.
Looking ahead
If I were to take the project further, I would test the prototype with a larger and more diverse group of users to validate the findings. I would also focus on universal design, ensuring the solution is accessible and usable for everyone.