Skip to main content

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

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:

 

✅ 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

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

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

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:

 

✅ 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

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

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

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:

 

✅ 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

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

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

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:

 

✅ 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

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.