Milaim Hasanaj

june 1, 2025

Accessibility & UX Research at Resurs Bank

Internship project (LIA2) | March – May 2025

Overview

During my second internship (LIA2), I joined the UX/CX team at Resurs Bank to support ongoing work with accessibility, usability, and customer experience. My main tasks included research, user testing, accessibility audits, and benchmarking.

I worked as part of the UX/CX team at Resurs Bank, consisting of UX designers, CX specialists, and led by a UX Lead. My role focused on accessibility audits, user testing, and research, while collaborating closely with developers, testers, and customer service.

📅 March – May 2025 👤 Role: UX Designer (Intern) 🏢 Team: UX/CX Team at Resurs Bank

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To ensure both compliance and better user experience, I applied a variety of tools and approaches:

Accessibility Audit – WCAG 2.1 review using Funkify, Wave, Accessibility Insights, Contrast Checker.
User Research – Targeted surveys to map accessibility knowledge across teams and awareness of the European Accessibility Act (EAA).
Benchmarking – Compared credit services with competitors to identify strengths and improvement areas.
User Testing – Planned and conducted tests in Lyssna.com, both during Customer Week and in independent sessions.
Customer Service Shadowing – Listened in on real customer calls to capture pain points and user challenges.

Overview of tools and workflows used during the project including Miro, Figma, Jira and Lyssna

Contributions

Throughout the internship, I contributed to several projects within the UX/CX team:

✅ Accessibility audit of Resurs Holding & Resurs.se✅ Survey with developers & testers about accessibility knowledge✅ Structured an internal product portfolio for transparency✅ Planned & executed usability tests✅ Benchmarking of credit services against market competitors✅ Customer service shadowing to identify user issues

Overview of my contributions including accessibility audits, user research, testing and benchmarking

Overview of accessibility audit scope covering website, customer service, KYC flows and credit card services

Impact & Results

Delivered a full GAP analysis to both developers and external vendors.
Helped raise organizational awareness of accessibility issues and influenced product improvements.
Supported Resurs Bank in preparing for WCAG 2.1 & EAA compliance.
Strengthened collaboration between UX, developers, and customer service.

GAP analysis of Resurs Holding’s website identifying accessibility issues and improvement areas across multiple pages

Breakdown of WCAG requirements highlighting keyboard navigation and interaction design improvements

Summary of project outcomes including completed gap analyses, stakeholder presentations and documented accessibility improvements

Reflections & Learnings

Accessibility is more than compliance – it’s about inclusive design.

Combining research methods gave us deeper insights.

Collaboration across UX, CX, and development is key to sustainable improvements.

Summary of project reflections including key challenges and learnings from the accessibility audit work

Insights

This internship gave me valuable hands-on experience in accessibility and UX research within a corporate environment. It also strengthened my ability to work cross-functionally in large teams.

Milaim Hasanaj

june 1, 2025

Accessibility & UX Research at Resurs Bank

Internship project (LIA2) | March – May 2025

Overview

📅 March – May 2025 👤 Role: UX Designer (Intern) 🏢 Team: UX/CX Team at Resurs Bank

Another subheader to break up text

To ensure both compliance and better user experience, I applied a variety of tools and approaches:

Accessibility Audit – WCAG 2.1 review using Funkify, Wave, Accessibility Insights, Contrast Checker.
User Research – Targeted surveys to map accessibility knowledge across teams and awareness of the European Accessibility Act (EAA).
Benchmarking – Compared credit services with competitors to identify strengths and improvement areas.
User Testing – Planned and conducted tests in Lyssna.com, both during Customer Week and in independent sessions.
Customer Service Shadowing – Listened in on real customer calls to capture pain points and user challenges.

Contributions

Throughout the internship, I contributed to several projects within the UX/CX team:

Impact & Results

Delivered a full GAP analysis to both developers and external vendors.
Helped raise organizational awareness of accessibility issues and influenced product improvements.
Supported Resurs Bank in preparing for WCAG 2.1 & EAA compliance.
Strengthened collaboration between UX, developers, and customer service.

Reflections & Learnings

Accessibility is more than compliance – it’s about inclusive design.

Combining research methods gave us deeper insights.

Collaboration across UX, CX, and development is key to sustainable improvements.

Insights

This internship gave me valuable hands-on experience in accessibility and UX research within a corporate environment. It also strengthened my ability to work cross-functionally in large teams.

Milaim Hasanaj

june 1, 2025

Accessibility & UX Research at Resurs Bank

Internship project (LIA2) | March – May 2025

Overview

📅 March – May 2025 👤 Role: UX Designer (Intern) 🏢 Team: UX/CX Team at Resurs Bank

Process & Methods

To ensure both compliance and better user experience, I applied a variety of tools and approaches:

Accessibility Audit – WCAG 2.1 review using Funkify, Wave, Accessibility Insights, Contrast Checker.
User Research – Targeted surveys to map accessibility knowledge across teams and awareness of the European Accessibility Act (EAA).
Benchmarking – Compared credit services with competitors to identify strengths and improvement areas.
User Testing – Planned and conducted tests in Lyssna.com, both during Customer Week and in independent sessions.
Customer Service Shadowing – Listened in on real customer calls to capture pain points and user challenges.

Contributions

Throughout the internship, I contributed to several projects within the UX/CX team:

Impact & Results

Delivered a complete GAP analysis to both developers and external vendors, ensuring actionable recommendations.
Identified and documented 80+ accessibility issues, providing clear guidance for remediation.
Raised organizational awareness of accessibility and compliance requirements (WCAG 2.1 & EAA).
Influenced product improvements by highlighting accessibility shortcomings and usability gaps.
Supported Resurs Bank’s compliance work, preparing the organization for upcoming regulations.
Strengthened cross-team collaboration between UX, developers, and customer service, fostering long-term improvements.

Reflections & Learnings

Accessibility is more than compliance – it’s about inclusive design.

Combining research methods gave us deeper insights.

Collaboration across UX, CX, and development is key to sustainable improvements.

Insights

This internship gave me valuable hands-on experience in accessibility and UX research within a corporate environment. It also strengthened my ability to work cross-functionally in large teams.

Milaim Hasanaj

june 1, 2025

Accessibility & UX Research at Resurs Bank

Internship project (LIA2) | March – May 2025

Overview

📅 March – May 2025 👤 Role: UX Designer (Intern) 🏢 Team: UX/CX Team at Resurs Bank

Process & Methods

To ensure both compliance and better user experience, I applied a variety of tools and approaches:

Accessibility Audit – WCAG 2.1 review using Funkify, Wave, Accessibility Insights, Contrast Checker.
User Research – Targeted surveys to map accessibility knowledge across teams and awareness of the European Accessibility Act (EAA).
Benchmarking – Compared credit services with competitors to identify strengths and improvement areas.
User Testing – Planned and conducted tests in Lyssna.com, both during Customer Week and in independent sessions.
Customer Service Shadowing – Listened in on real customer calls to capture pain points and user challenges.

Contributions

Throughout the internship, I contributed to several projects within the UX/CX team:

Impact & Results

Delivered a complete GAP analysis to both developers and external vendors, ensuring actionable recommendations.
Identified and documented 80+ accessibility issues, providing clear guidance for remediation.
Raised organizational awareness of accessibility and compliance requirements (WCAG 2.1 & EAA).
Influenced product improvements by highlighting accessibility shortcomings and usability gaps.
Supported Resurs Bank’s compliance work, preparing the organization for upcoming regulations.
Strengthened cross-team collaboration between UX, developers, and customer service, fostering long-term improvements.

Reflections & Learnings

Accessibility is more than compliance – it’s about inclusive design.

Combining research methods gave us deeper insights.

Collaboration across UX, CX, and development is key to sustainable improvements.

Insights

This internship gave me valuable hands-on experience in accessibility and UX research within a corporate environment. It also strengthened my ability to work cross-functionally in large teams.