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Klarna AB Mock Interview

To help you prepare for a Klarna AB job interview, here are 30 interview questions and answer examples.

Klarna AB was updated by Kevin Downey on September 9th, 2023. Learn more here.

Question 1 of 30

Tell me about a recent significant moment in your life.

Why the Interviewer Asks This Question

What you need to know, experienced example.

Your interviewer is curious about what kind of recent accomplishments you are proud of and what they will say about you and your experience level. Your answer may also offer insights into your familiarity with their culture and whether you've identified what they value in their teams. So not only will the example you offer indicate your experience and skill level, but the efforts you put into preparing for this job interview will as well and consequently be just as informative of your work standard and work ethic.

Klarna's has a well-defined culture, where many of its employees greet new hires with, "Welcome to the family." They refer to their innovating teammates as Klarnauts and have their own idioms, such as when their employees have moments. "What is a moment? It's more than just a second in time. It's an era of growth, change, and opportunity. At Klarna, we're in the middle of our moment. We're revolutionizing shopping, payments, and banking. And the world is taking note. But it doesn't come easy. We have to be brave enough to take risks. Bold enough to fail. And, unreasonable enough to accept nothing but the best. If that sounds like you, come find your moment in the middle of ours."

"When I shifted my focus from advancing within my current company towards being awarded a position at a company that is far more aligned with my professional goals and desires, I made some major adjustments to my ten-year career plan. I kept working hard at hitting those milestones and adding more goals. Last month, I was still a few months out from the deadline I set for myself to get there. I started to revise my career plan again when I realized I had hit all my initial targets three months ahead of schedule. I even accomplished more than I'd initially set out to. This was a real moment for me. I realized that through several thinking outside-of-the-box moments, I'd overachieved my targets. I then sat there, triple-checking my work, scratching my head, trying to figure out how I'd done it. That's when I realized I had just kept squeezing the work in. I hadn't viewed it as work because I love what I do. It was quite a moment."

Next Question

30 Klarna AB Interview Questions & Answers

Below is a list of our Klarna AB interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.

Table of Contents

• 1.   Accomplishment Questions
• 2.   Adaptability Questions
• 3.   Behavioral Questions
• 4.   Career Goals Questions
• 5.   Communication Questions
• 6.   Compatibility Questions
• 7.   Competency Questions
• 8.   Customer Service Questions
• 9.   Diligence Questions
• 10.   Discovery Questions
• 11.   Diversity Questions
• 12.   EQ Questions
• 13.   Experience Questions
• 14.   Leadership Questions
• 15.   Organizational Questions
• 16.   Problem Solving Questions
• 17.   Salary Questions
• 18.   Stress Questions
• 19.   Teamwork Questions

Accomplishment

1. Tell me about a recent significant moment in your life.

Written by Kevin Downey on September 2nd, 2023

2. Tell me about yourself.

Your interviewer wants to get to know who you are and is looking for an initial impression of whether you'll be a good fit for their company. This introductory question is designed to get you to relax and to present your best self. Consider this an opportunity to set the stage for your interview by showcasing your strong interpersonal and communication skills. Share your brief bio, showcasing your personality, and you've come prepared to put your best foot forward.

Klarna's unique work model and environment are designed to foster greater job satisfaction, talent growth, collaboration, and innovation. "We want to get to know you, your skills, and interests, evaluate you for you. Let your identity shine through. Don't be anyone you're not. We want to meet the real you."

"I've worked in online commerce for a few years and love what I do. But the current company I work for has a very inflexible advancement model, and more often than not, any opportunities that open up are granted through nepotism; it is far from meritocratic. I feel like the career growth I planned for myself is somewhat limited at my current place of employment. It is time to unlimit my possibilities. I have always loved everything that Klarna is doing, and it's been my goal for some time to land an opportunity for a position here. So, a year ago, I shifted my goals from trying to advance from within my current company to finding a position at Klarna. I've reached my goals to get there and feel ready, which is what brings me before you today."

View This Question and Answers

Adaptability

3. How would you feel if you had to change the aim and direction of a project midway through completion?

Your interviewer is curious about how adaptable you are when plans change or things don't go according to plan and whether you possess the emotional intelligence to shift priorities and adjust your goals. Whether change is required due to a contingency or a result of the team being led towards recent innovation, their goal is to determine your attitude. So learn as much as you can about Klarna's culture and approach to teamwork, leadership, and innovation.

Klarna's 8 leadership principles are integral to their innovative culture and identity. They state that they steer the actions of all their employees and guide their growth. One of those principles is to challenge the status quo: "Leaders never miss an opportunity to disrupt the industry. They challenge the status quo, confront their customer's problems and find simple solutions, fast. They experiment and chase their curiosity by testing and adapting their ideas. Leaders embrace change, iterate, and innovate."

1st Answer Example

"I am a realist and know that in the software world, user requirements routinely change. But, if I noticed the changes were out of line, I'd first look at our internal processes to see where we can improve. If a requirement document needed updating, I would work with my engineering team to ensure that was done. Then, I would pick up the phone to speak with our customer who put through the request to get firsthand knowledge about the situation. In my experience, this is the best way to ensure that user requirements changes are effective on the first try."

2nd Answer Example

"I was recently in a similar situation. My first step was to document all email communication surrounding the changes up to that point. By getting all the conversations in one spot, I was able to document all of our known requirement changes and send them to the key decision-maker from the customer to both sign off on and prioritize the changes we were to be making in the near future. This allowed the customer to provide direct feedback and feel a part of the direct process while outlining our priorities moving forward."

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Marcie's Feedback

4. What is one thing that really tests your patience?

This question has just as much to do with your attitude as your approach to solving problems. Having a pet peeve that benefits your work environment will not be seen as a detriment as long as you detail the strong communication skills you utilize and how effectively you handle such situations. Another of Klarna's leadership principles is courage. "Leaders are not afraid to make decisions. They are not afraid to fail. They know that nothing comes of waiting or hesitating, and they step up and make the call. They choose courage over comfort and dare to engage in difficult conversations and decisions. Leaders know their opinions will not always be supported. But not speaking up is not an option."

"As a person who values diversity and differences of opinion in the workplace, there aren't many things that grind my gears when it comes to my colleagues. The only real test of my patience is a coworker who doesn't pull their weight in a team effort. When I've been in this situation in the past, I first seek to learn if the issue is a lack of training or knowledge. If it is, I take the necessary steps to help my colleague get on track. But if I find that it is due to a lack of effort, I talk to the person immediately in a professional manner. The sum is only as good as the effort of all of its parts, and a team effort requires everyone's maximum effort."

"Having been raised in a rural farm setting, I have always been a stickler for being on time and holding meetings to set lengths of time. While watching people show up late for meetings has bothered me internally because of how I am wired, I don't let it bother me on the exterior. We are all very busy in our lines of work, and showing up a few minutes late is only normal from time to time."

Career Goals

5. What does your ideal working environment look like?

Your interviewer is curious about how familiar you are with their work environment and culture and how your ideal work environment and goals align with what they have to offer. Part of what makes Klarna such a competitively desirable place to work is its culture and unconventional work culture. From positioning their employees where they are happiest and most talented to not having a typical corporate hierarchy to having a flexible work schedule, it is a truly unique workplace.

Here's a collection of statements from Klarna's website describing their work culture and company structure: "We appreciate that everyone's different and has their own preferences of where and how to work. At Klarna, you can choose between working from the office, remotely within your employment country, or even outside of it for up to 20 working days per year. We genuinely believe in the power of regular face-to-face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. We turned the traditional corporate hierarchy upside down, splitting up into hundreds of small, autonomous teams. We maximize innovation and move at lightning speed. It's exciting, inviting, and never boring. If you love what you do, you should love where you do it."

Answer Example

"I want to work for a meritocracy that goes the full distance. I'd love to work in a work environment where collaboration takes new forms and strengths are not only rewarded but celebrated. If you are doing the work you love, you will over-perform. How Klarna gives you more of the work you love to do is the kind of meritocracy I would not only be able to outperform consistently but would love doing so while beating my every performance record, time and time again."

6. Where are you hoping to take your career in the next five years?

Klarna's ideal candidates are 'disrupters.' They are looking for unconventional innovators who are ready to pursue a career path forward, doing what they do best and what they love to do. Most of Klarna's Klarnauts frequently change roles within their first few years on the job. After researching their website and company, their unconventional work model, and what your career could look like with them, consider how you would map your career plan accordingly. Just like you'd customize your cover letter and resume to Klarna, customize your career plan as well. Leave no stone unturned, and detail how you and Klarna can go farther together.

They even share "a quick note on how we hire. Our job ads might look a little broad. That's not an accident. We use recruitment pipelines at Klarna. By keeping our openings general, we can evaluate you for you. And suggest a role that best utilizes your skill set. While a pipeline may seem daunting, it's designed to consider what you can offer from all angles. Unlimit your possibilities. Choose your path. There's no limit to what disruptors can do. We know that because of how far we've come together through bold thinking and an unrelenting passion to defy expectations. When you join our momentum, you accelerate yours. No matter who you are or where you're from, your growth is our priority. Here, you'll drive your development and take on the challenges of a company in the grips of greatness. As your path changes, so does ours. So you choose yours, and we'll still choose you."

"I would love to exponentially expand my skills, be trusted with more responsibility, and have the option to explore working in another international Klarna location in the next five years. I recognize that career growth within Klarna is not linear and often not what one would expect. But I would love to fine-tune my career, keep learning, try out a few positions within the company, and keep advancing my career development goals."

Communication

7. How would you describe your brand of communicating and coordinating with those you work with?

Your interviewer's ideal candidate possesses "excellent communication skills, with the ability to carefully present complex & at times sensitive data to a non-analytical audience. At Klarna, you are hired for a competence, not a specific role. The competence structure equips the organization with the right capabilities and ensures high quality of work. It enables us to allocate resources to different teams with different problem spaces based on business needs. Teams usually consist of people from different competencies, so-called cross-functional teams. The teams leverage competence to create customer-obsessed solutions."

Written by Kevin Downey on September 3rd, 2023

Klarna's entire culture is built upon teamwork, small teams working well with and communicating functionally with their teammates, and being able to communicate cross-functionally. Consider all the communication skills you would utilize in such an environment - written and verbal, active listening, empathy, mirroring, and situationally. Be sure that the way you communicate your answers in your interview is an actionable example of your advanced communication skills as well.

"A lot of my work colleagues are in different global locations. My communications are both written and verbal, in person, through video huddles, text, and email. I consider myself a strong and clear communicator and strategic in choosing the appropriate mode of communication, especially when coordinating high-need tasks, ensuring the message I intend to send is the message received, and being organized and timely. I am also a strong listener, empathetic, and emotionally mature."

"I consider myself excellent at coordinating activities among my team of colleagues and keeping lines of communication open with them. In my current role, I lead a bi-weekly huddle where our testers, architects, engineers, and analysts can get together for 30 minutes to discuss high-need items. All the individuals involved in these meetings have been very thankful for my coordination of them because of the eventual time saved by eliminating email chains and one-off conversations between people."

Compatibility

8. Tell me about a day in your life in your current position.

This is another question that aims to assess how well suited to their culture you are. Before answering this question, explore the page on their careers site where they describe "what it's really like at Klarna. Get an inside look at the employee experience in your competence: Accounting, Analytics, Business Development, Data Science, Design, Engineering, Legal, Marketing, Business Operations, Product, Business Operations, Service, and Solutions & Delivery." Each employee profile on this page is broken up into a format, and each one describes what they do for the company, the career path they've followed within the company, and what it has been like for them working at Klarna. Then, they share something they are reasonably passionate about. This is followed by a table that describes in sections what a day in their life on the job at Klarna looks like. They separate what it looks like in the AM, in the PM, and in the evening. They then end their profile with their three takes on Klarna. Read through these profiles. Then, when your interviewer asks you what a day in the life in your current position looks like, follow their format. This will showcase the lengths you went to prepare for your interview while presenting you as someone who has already embraced and assimilated into their culture.

"In my current position, as you can see on my resume, I've had six roles over seven years. I'm passionate about my career growth and made the goals and milestones clear when I interviewed with my current company. Yet, after reaching many of my initial goals, they had trouble fulfilling the growth opportunities they'd committed to. They then repeatedly offered me other advanced positions that didn't align with my goals. In my current position, I arrive at work about ten minutes early every day. I have a coffee and read our company bulletin before clocking in. I then start with our daily morning meeting to ensure I am engaging everyone on our team. I then ensure I respond and open all channels of communication with my superiors, teams, and clients. I then evaluate my time management tables and get to work. Once afternoon comes along, touch base with everyone on my teams, and track their progress and KPIs. I circle back to my project management, track any priorities that were temporarily shelved, and close out any communications for the day. I then go home, feed my cats, watch TV with my spouse, and cook dinner."

9. How are we a good fit for you?

Your interviewer is asking whether you can explain how you are a good fit for them and how they are a good fit for you. This question can easily be answered by researching their website, identifying the value propositions they advertise in their recruiting efforts, and aligning your goals with theirs. For example, their careers pages ask, "Are we a good fit for you? Like embracing change? Enjoy meeting new people? Think outside the box?" As you can see, they tell you the qualities of their ideal candidates and repeatedly showcase what life is like in their unique working environment. "We've rejected traditional hierarchies around here. If you need something, we encourage you to go and seek it, from anyone who can help. It means you'll meet all kinds of people in pursuit of excellence. We're at the cutting edge of our field. We don't have all the answers on how to solve our customer's problems. So you're working in uncharted waters and we like to test new ideas wherever we can. Things move quickly at Klarna. And that includes every part of life here. So if you like being part of a dynamic workplace, you're a good fit. "

"Klarna is a perfect fit for me because I am extremely collaborative, resourceful, communicative, and always think outside the box. One of my pet peeves at my current company is feeling like I am making leaps and strides toward achieving the team's goals, but my progress and achievement are slowed down because of having to check in with or get information from our supervisors, who keep everything too close to the chest. The workplace isn't transparent, and everything has to be run by someone before you can proceed. The bureaucracy slows everything down. I prefer to charge forward, work cross-functionally, pursue new avenues, and change things up. When I have the freedom to do so, I cut every deadline in half and bring something new to the table. I want to thrive in what I do, and Klarna is the perfect fit for me to do my thing and thrive at what I love to do."

10. Why are you interested in working for Klarna?

Your interviewer is aiming to determine what you are looking for with your next move. Just because working for Klarna might be a step up for you doesn't mean you are passionate about working there. Remember, they are looking for innovators, disrupters, and passionate professionals who believe they would truly thrive in their careers if they grow with them. They are looking for individuals who are in a defining moment in their career. Their website invites you to "find your moment in the middle of ours. The defining chapter of your career starts here. If you love what you do. You should love where you do it. Choose your path at Klarna and unlimit your possibility. Drop out of corporate. Drop into Klarna."

"I feel like this is the right moment in my career where everything feels aligned, and working for Klarna feels like everything I've been working towards. My cousin works here, and I've been watching them grow within the company for the last ten years. Meanwhile, I haven't seen nearly the growth I've striven for in my last three jobs. They've been encouraging me to come over for some time, and now the time feels right. I am always the type of person who is cautiously optimistic about these sorts of things, but in this instance, I can't help but find myself ever increasingly excited about the prospect. It feels like a perfect mutual fit. Thank you for asking."

11. What three words would you use to describe yourself?

Your interviewer is curious about what approach you'd take to presenting yourself as a candidate uniquely suited to their company. So carefully consider their culture of disrupters and innovators who think outside the box and have strong leadership skills. Three words they used to describe their Klarnauts are "Bold. Quirky. Optimistic. You'll meet all kinds of people here. Every day, they move Klarna forward. They shape our products and our identity, making them our biggest assets." Present yourself as more than a professional with the right skills to get the job done. You want to present your personality at the same time. To showcase who you are and how you'll fit right in with the rest of their teams.

"I would say that I am an explorer, courageous, and a magician, in the figurative sense."

12. What do you know about our company?

How to prep.

When preparing for your interview, approach your research as you would your onboarding and orientation with the company. Go into your interview as if you've already been hired. Familiarize yourself with their products and services. Imagine you had to explain who Klarna is and what they do to one of their customers, or better yet, a potential customer. Speak as you would if you were a knowledgeable representative of their company.

Klarna offers "payment and marketing solutions that make an impact. Klarna's buy-now-pay-later" offers "financing to give your customers the ultimate flexibility and keep them coming back for more. Once you become our partner, we'll continually drive new customers to you from our app, website, and other channels. Omnichannel marketing plans that put your brand in front of Klarna's highly engaged customers. AI-powered technology to deliver shoppable content that sells. Optimize your campaigns to meet your marketing goals and drive profitable growth."

"I convinced my current boss to switch their service to Klarna this last spring. I worked with the representatives here who helped me every step of the way. Klarna offers shoppers greater flexibility, better payment solutions and options, and engaging content."

13. Who are our clients?

Klarna advertises a few of its global retail partners on its website, such as H&M, Saks, Sephora, Macy's, IKEA, Expedia Group, and Nike. But their customers are more than 450,000 global retail partners. However, more generally, Klarna's customers are companies who are looking to meet "the changing demands of consumers by saving them time and money while helping them be informed and in control, to deliver a seamless shopping experience online and in-store."

"What I think Klarna's more than 450,000 retail partners all have in common is that they are companies looking to boost their business by attracting, converting, and retaining customers by offering Klarna's flexible payment options and performance-driven marketing."

Customer Service

14. Describe your customer service philosophy.

Your interviewer is curious how your approach to customer service aligns with theirs and how effectively you can represent their company to their clients. One of their eight leadership principles is 'customer obsession.' This is something they expect every employee to share and have in common. "All leaders have a cause, the customer. Leaders understand their customers and with absolute dedication, ensure that serving the customer comes first. Leaders see the world from the customer's perspective and foresee their problems. They understand that to keep the trust, the customer needs to come above anything else."

While reflecting on your approach to customer service, ask yourself how you fit their description of what it means to be customer-obsessed. Talk about your feelings on what providing great service means to you, and recall an example or two of ways you have delivered such above-and-beyond customer service in the recent past.

1st Experienced Example

"To me, my job duties aren't fully satisfied if an end user leaves our conversation without a smile on their face. While any technical support specialist can handle the customer aspect of the job, few have the people skills to do so pleasantly for their customers. If they aren't having a good experience, I can't rest until they do. In any interaction that I have with a customer, I talk in a calm and boosting manner. If they are upset or mad about a situation, I reflectively listen and never place any blame back on them. By taking this approach, my customer surveys in my current position have been excellent for the three years I've held that role."

2nd Experienced Example

"If hired for this role here at Klarna AB, you'll quickly find that my mantra in working with customers is speed with a smile. To do this, I need to be resourceful in providing an answer or connecting them with the correct person. I need to be knowledgeable about our product base to confidently give them answers. And last but not least, I need to be positive in all interactions with them."

15. What do you feel is one of the top issues the industry faces today?

Any time you are tested on how much of a relevant and trusted resource of industry-related information you are, you want to consider what information you would relay as a representative of their company. Most of any interview is a compatibility test. So, as a trusted resource of company information, you would want to represent the views and perspectives of the company that your customer trusts. So, aside from being informed on the industry climate, read up on Klarna's news site and company blogs.

"Over the past couple of years, I've realized that one of the largest issues we face as data engineers is the large amounts of data needed to store and draw information from. In this regard, one relevant topic that seems to prevail over all others is Black Friday and how to prepare for their busiest the year and, more importantly, how to prepare for Black Week. With online consumerism increasing and cloud-based systems needing to meet the demand of Millions of transactions, I imagine this is a relevant issue and concern for Klarna and their retail partners."

16. What would you consider your specialty?

As a member of Klarna's teams, your interviewer represents their eight leadership principles. One of their principles is to "Hire and develop exceptional talent." So, your interviewer is offering you an opportunity to share what you feel sets you apart. Don't hold back when sharing what makes you unique. As their leadership principle dictates, "Leaders don't settle for adequacy. They choose, coach, and fight to keep exceptional talent. They recognize others more talented than themselves and don't hold them back. They see differences as an asset, and empower others to succeed on their own unique, irregular path." So, what makes you unique? When have you let nothing hold you back? Be bold and share what you have to offer.

"I have been focusing my career on becoming a cloud integration specialist, although I also have cross-platform app development expertise. Computing and Network Communications have always been solid areas for me. I am interested in how network communication improves our daily lives and business efficiency. But where I really shine is sharing my passion and getting other people excited about what they do. A secret talent of mine is inspiring my teammates and mentoring them to the finish line."

17. What does working in a diverse and inclusive environment look like to you?

Klarna has offices all across the globe. Not only do they offer their employees the flexibility of working in another country for 20 days out of the year, but also the ability to transfer to an office in another country while assisting them with their work visa application, temporary accommodations, home search, and moving services, shipping of household goods, and local registrations. Therefore, they expect every employee to possess cultural competence, openness, acceptance, and the ability to work with all perspectives, backgrounds, and cultures. Their candidates must have advanced cultural competence.

Here are a few of their diversity statements from their website: "Diversity & Community. Whatever you think, think the opposite. With our diversity of skills, perspectives, and backgrounds, we can create, innovate, and disrupt like no other. Our team reflects the world, with hundreds of nationalities, locations, races, genders, and experiences represented. It's part of who we are, and essential to our success. It is our commitment that every qualified person will be evaluated according to skills regardless of age, gender, identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application."

"It means working with people. People are people, and everyone is different. I am counting on everyone to be themselves, 100%. I wouldn't feel comfortable working with someone who wasn't themself or felt they had to hide who they were. Only through genuine interactions and building genuine relationships can we innovate, break barriers, and be the disrupters we hope to be. I need every one of them to help me get there, just as I'll help them."

18. Tell me about the last mistake you made.

This question focuses on your experience, skill level, and emotional intelligence. How you answer will inform them whether you take ownership of your mistakes, setbacks, and failures. Someone who identifies the lessons to be learned from such situations has a greater aptitude for success. Whereas someone who hides their mistakes, tries to cover their tracks, and is afraid of those mistakes being discovered is more likely to repeat them. Trust and collaboration are integral to Klarna's culture. "Trust & Collaboration. Successes and failures are won together at Klarna in a melting pot of teams. Win, lose, and learn, we're on this path together."

"I was taking some meeting notes from my team, and we were all actively brainstorming. We had a lot of projects we were all managing, and this meeting focused on what was on the horizon. I was jotting stuff down, and things in the meeting were moving pretty fast. Then, when the meeting was done, I set the notes aside and came back to them a few days later, typing them all up. But, since the meeting was moving so fast, and it was a few days earlier, I got the bullet points mixed up and a bit backward. One teammate corrected me on a few points, and I revised the notes and distributed them again. Then, another teammate corrected me on some of their points. At that point, I checked in with each member and asked them for clarification before I published it again. Not a mistake I'd make again. Live and learn."

19. Tell me about the last time things didn't go at all according to plan.

Interviewers ask this question to determine how quickly you act on your feet and how well you react when things don't go according to plan. How you answer will also potentially reveal your emotional intelligence. It's the difference between feeling overwhelmed and experiencing task paralysis or the ability to navigate your stress and emotions, be resourceful, and do what needs to be done swiftly, holding the interests of your teams above your own. As one of Klarna's founders and CEO, Sebastian Siemiatkowski, once said, "Every hour lost on discussing what we should be doing, planning, theorizing... Instead of actually doing, testing, iterating, and learning. That's the difference between a startup and a big company. Between success and failure."

"I assembled what felt like my dream team for an upcoming project. After we figured out everyone's assignments and things were barely underway, 90% of my team contracted COVID and were out of commission. So, I strategized the entire project, laying the foundation of work for each player so that when they felt better and returned to work, they could hit the ground running and catch up on our lost progress. We met our deadlines, but it was one of the greater challenges I've faced in quite a while."

20. If you realized you were going to have difficulty meeting a deadline, what steps would you take?

Your interviewer is curious how you react when the unexpected happens, and meeting important deadlines becomes more of a challenge. They want to know whether you hold yourself accountable or deflect blame, your approach to problem-solving, and your communication. One of their leadership principles, which is meant to guide all of their employees, is to "deliver quality results. Leaders have no barriers to their output. They don't hesitate, they don't make excuses, they get on and deliver value consistently. Leaders use their initiative and don't shy away from delivering outside their normal responsibility. They consistently deliver value to their customers today, not tomorrow."

"In my current position, I am very used to handling multiple tasks and projects daily. Last year, my team was tasked with what started as a low-priority project. After assembling a team to initially discuss the details and set a deadline for completion with our management, the project, unfortunately, fell off the radar of everyone on the team, with many more high-priority projects coming up each week. As the initial project's deadline was within a week of being due, our CEO reached out to me for a progress report. I immediately took full responsibility for letting this fall off the radar, and I ensured our CEO that we would have an updated timeline set by the end of the week. Completing the project to his satisfaction was the tipping point in our department utilizing a detailed project management tracking system. To this day, I can't say enough about how appreciative I am about utilizing this awesome system. You can rest assured knowing that I take full accountability for my actions and do what is necessary to communicate new expectations and meet them fully."

"I've unfortunately been in this situation before, regardless of my consistently proactively planning for contingencies. I communicate with the rest of my teams, recruit help where needed, see how much playing room we have with the deadlines, and get to problem-solving. Tapping into every resource at my disposal, I gauge every factor and don't give up until the deadline is met or if all parties agree meeting that deadline is a lower priority than other matters. I gather all the facts possible in the situation. What was the deadline, why wasn't it met, and what can be done? From there, communicating with all key parties is extremely important, and doing so in a timely manner is critical. Taking accountability and setting new expectations for delivery concisely and tactfully will most often put stakeholders at ease and allow for successful completion."

21. What would you contribute to help Klarna AB stay one step ahead of our competitors?

This is another interview question aimed at determining whether you possess the qualities they are looking for in their candidates and would contribute to their continued success. By now, after researching their company and preparing for your interview, you should have a stronger sense of exactly what they are looking for in their ideal candidates and another of their leadership principles that applies to this question. "Start small and learn fast. Leaders start small and iterate their ideas. They test their ideas today so they can learn and improve tomorrow. They can make something out of nothing and understand that constraints breed resourcefulness, self-sufficiency, and innovation. They do more with less and understand that funding doesn't start ideas, ideas start their funding."

"I believe the best way to stay ahead of your competitors is to pay a big amount of attention to the fine details. When you put out a great product, others will try to mimic your work, but they will cut corners because they will feel rushed to get it out on the marketplace first. I will contribute to the success of Klarna AB by committing my most attentive work to you every day."

"I think that the best way to stay ahead of competitors is to keep your projects as simple as possible while remaining innovative. People want simple, easy products, which they can understand. What I've seen from my competitors lately is that they overcomplicate their products. I offer clean and consistent work that your buyers would relate to."

22. Tell me about your strengths and weaknesses.

Your interviewer is looking for their ideal talent, and they want to know if that's you. So, as they detail on their website, throughout your interviews, they'll "deep dive into your skill sets and your understanding of the organization. During these interviews, you will also get to know more about the team and the problem spaces you will be working with. In addition, you will have an opportunity to understand how your role will contribute to Klarna's ambitions, and why Klarna might be the ideal place for your career development."

How to Answer

Take advantage of this opportunity to showcase your strengths and what you uniquely have to offer their company. When it comes to sharing your weaknesses, view it as an opportunity to showcase your emotional intelligence and how you've taken charge of your development by taking ownership of your weaknesses and viewing them as growth opportunities you are actively addressing. With this approach, you are turning your weaknesses into strengths.

"I'd say my strength is actively taking charge of my development. I look at everything from every angle and am always pushing myself to improve upon everything and do better. But sometimes, this can be a weakness, and I can be a bit of a perfectionist. This results in me wanting to do better, and sometimes, I can't stop tinkering and push my limits right up to the deadline when it was good enough a week ago. So I am trying to strike a balance."

23. What is your leadership style?

Klarna's culture guides its employees while they all engage with each other in their unconventional work model. With a fully flexible work model, small teams, and self-guided work, they describe their leadership principles as their identity. "They steer our actions and guide our growth. They are the constant in an ever-changing landscape. So if you want to start your next career at Klarna, it's worth getting familiar with them."

Examine their leadership principles, how their self-managed Klarnauts work, and how autonomy is carefully balanced with their philosophy of placing you where your strengths lie. "If you love what you do, love where you do it. The competence structure equips the organization with the right capabilities and ensures high quality of work. It enables us to allocate resources to different teams with different problem spaces based on business needs. Teams usually consist of people from different competencies, so-called cross-functional teams. The teams leverage competence to create customer-obsessed solutions."

"I would say that I thoroughly identify and relate to all eight leadership principles. I am also customer-obsessed and go above and beyond, always competing with my previous best. I believe in backing up and supporting the efforts and success of every member of my team, and any individual success I experience is toward that effort. I am courageous, analytical, and a team builder who is always learning and asking questions. Whenever I have an idea, I begin by asking questions, determining whether something has been tried or done before, and learning from that before I launch. I trust those on my team to do what they do best, but I always make myself available to help and offer my insights and guidance."

Organizational

24. How do you stay organized and on track when you've taken on multiple projects at the same time?

Your interviewer is curious whether you can distinguish ambition from capability. Part of Klarna's culture is what they call "ownership and impact." Taking on more responsibility is only impressive when you can follow through on seeing your commitments through. This question is about taking ownership and delivering high-impact results. "Traditional companies ask you to follow their playbook. At Klarna, we ask you to write your own. Here, every voice matters. We're organized into hundreds of small teams, each run like a start-up, focused on their own problem-space. So no matter where you sit, you have a direct line to the action your team takes and real end-to-end ownership of the things you create."

It's important to showcase how you've taken charge of your development and share your knowledge of what you are capable of, your limitations, and your plan to expand them. When answering this question, detail how you manage multiple projects at the same time. Describe the steps you take to plan, track, and manage multiple deadlines. How do you coordinate, communicate, and plan for success?

"With any project that I am working on, I make sure to set benchmarks to meet deadlines ahead of time and set early personal deadlines to allow for some wiggle room. To do this, I am a proponent of using the Microsoft Outlook calendar and tasks functions to help keep me organized. I find this method helps me stay on track with multiple projects while also leaving me wiggle room each day to fight the high needs fires that do come up in this job."

Written by Ryan Brunner on December 12th, 2019

"To stay on track, I take ten minutes at the end of each day to recap what was accomplished, what new came up on my task list, and re-prioritizing my work for the next day. Then, upon arriving the next day and working through emails from the previous evening, I can adjust my task list for the day if needed. I tend to set aside two hours per day to work on long-term project needs while focusing most of my time on the short-term needs."

Written by Kevin Downey on December 12th, 2019

25. How do you strike a healthy work-life balance?

Your interviewer asks this question to gauge how well you manage and balance your personal time with your professional life. This question is also asked to determine how well you manage your stress and to what degree you are satisfied with your career. How you answer could also tell the interviewer how reliably you'd be able to perform. They're looking to hire those who will thrive in their environment and love working with them. They are also looking for those who will thrive on the challenges presented to them there. "Challenges & Rewards. Here, you will be challenged. Every day we work to solve the industry's biggest problems. It's not always easy, but it is always rewarding. And to help you stay focused, we take a very Swedish approach to benefits. Support for parents, health and wellness perks, we've got you covered. And with our equity program, when we succeed, so do you."

"As I am passionate about my career as a UX designer, I am also passionate about my family. Being passionate about both, one has to dedicate appropriate time to each in the time you have allotted. Any moments outside work are spent coaching my kid's travel baseball teams in the summer months and spending as many weekends as possible on the ski slopes. These activities keep me active and physically fit and keep my mind centered on what is truly important in my life when work weeks get stressful. It also ensures I can separate my personal life from work. On the flip side of the coin, every night, I ensure everything is ready for the following work day so that my commute is smooth and I arrive presentable, clear-headed, and ready to perform at my best."

"Having watched many of my senior colleagues suffer from burnout that has caused marital and health issues, I prioritize maintaining a healthy balance between my work and home life. My free time is spent outdoors with my wife, whether fishing on the lakes and rivers or biking around town. I consider myself fortunate to be considered for a position here at Klarna AB because I know that you focus on your employees maintaining this healthy balance. After all, the organization realizes how important this is to be productive."

Problem Solving

26. Tell me about your problem-solving skills. Do you enjoy analyzing and solving complex problems?

Klarna's leadership principle, "Detailed thinkers." directly applies to this question. "Leaders know that to be a disruptor in a competitive industry requires radical, detailed thinking. They are ambitious and communicate a daring direction that inspires results, but they also love details and have a contagious desire for knowledge. They are a unique combination of ambitious, free-thinking with a meticulous eye for detail."

How you answer this question will help your interviewer gauge your skill level and initiative as a leader. Your interviewer is curious about what standard you hold your work to. Klarna is interested in not just finding problem spotters but also problem solvers. Can you quickly identify potential issues, suggest solutions, or act decisively and solve problems you spot on your own when you see them? Consider this when answering this question.

"I love solving problems. I have a very analytical mind and a razor-sharp high attention to detail. In my last development position, I was responsible for front-line communications with end users. Third-tier helpdesk staff would contact me with software bugs, and I was able to quickly and professionally respond to problems. I was able to reduce the bug backlog by 70%."

27. What kind of salary are you looking for?

When preparing to showcase your professional worth as a starting point for salary negotiations, you want to evaluate your priorities in order of importance. First, research the salary range they've posted on the job listing and evaluate how well you match the profile of their ideal candidate and how well you've performed throughout your interview. In addition to the posted salary range, there are additional components to Klarna's compensation package, such as health and wellness subsidies, pension and retirement contributions, support for your parents, and the list goes on. "We take a very Swedish approach to benefits. We've got you covered. We make sure you're provided for. Don't choose between work and family."

Take account of your current earnings, how frequently you receive pay increases, and your projected earnings for the coming year. Then, take stock of all the benefits you currently receive (anything that lowers your cost of living) and contrast that to what your potential employer has to offer. Calculate the value of anything that could increase your professional worth, such as a better title, the esteem of working for a highly regarded company, and anything else that holds value to you. Once you have done all this, you'll have a clearer idea of your professional worth and how you perceive the worth of their offer.

"I currently receive $$$ but have not seen the growth opportunity I would like. Also, the working environment is less than desirable. The benefits Klarna offers are quite generous, and considering my experience and what I have to offer, I feel I fall within your pay range."

28. What skills do you use to cope with the day-to-day stress and pressure on the job?

Your interviewer is interested in whether you can keep pace with their challenging yet rewarding work environment or whether you would be prone to quickly burning out on the job. "Our rate of innovation wouldn't be possible without the empowerment of us as employees to dream big and move fast. Life at Klarna means working with inspiring, hard-working colleagues and getting things done at a high pace. Every day is different, and it creates a unique environment of creativity that other workplaces can't match." Share your approach to dealing with high-pressure situations at work and managing your stress, all while conveying the attitude you would introduce to your team environment.

"Where many others get overtaken by stress to the point that they can't function in this field, high-pressure situations sharpen my focus, and that helps me work through them. Last year, I was assigned a high-priority, short-notice project for a high-profile customer. My manager gave it to me because of my proven success in those situations. From the start, I created a timeline for completion and mapped out a plan to make it happen. While staying in communication with my leaders and the client, I was able to create a great system update in just a few short weeks."

"I am confident in high-stress work situations because of my ability to adapt, communicate, and be organized. These skills came in very useful a few weeks ago when our support staff were experiencing an extremely high volume of help desk calls. My adaptability helped me go with the flow and handle items one at a time. My communication skills enabled me to quickly and efficiently call on needed support. My organization skills helped me be prepared for anything on that day and enabled me to work through tickets quickly and efficiently."

29. How do you earn the trust of your coworkers when starting a new position?

Before your interviewer considers hiring any candidate they interview, they need to consider how well they would get along with the rest of the teams. Trust and collaboration are key components of their culture, along with their motto, 'Let the team shine.' So consider how you would build relationships and earn the trust of your coworkers. "Leaders understand the value of leveraging differences and building on the strengths of others. Leaders lead by example with integrity, earning trust and respecting others. They see diverging perspectives and experiences as a good thing. Behind that is true teamwork, mentorship, trust, and collaboration. Successes and failures are won together at Klarna in a melting pot of teams. Win, lose, and learn, we're on this path together."

"I'd go in humble, happy, and with a positive attitude and gratitude. I'd be glad to meet, learn from, and get to know every person there. I am very empathetic and a good gauge of character and would communicate clearly and respect everyone's boundaries. I would do my best to anticipate need and do all I could to contribute while earning the trust of everyone who was there before me."

30. What does working well with your teams look like to you?

Even though this potential role may require you to occasionally work independently, your interviewer needs to ensure you can work well with others in a team setting. They are looking for candidates who don't hold their own goals above those of the team. They are looking for those who can work as part of a small team or cross-functionally as part of a larger organizational team, working toward one common goal. Become fully versed in how their organization defines teamwork. "We work as one global team, split up into hundreds of small, autonomous teams. Find out more about what it's like to work at Klarna, with our Klarnauts, bringing our products to life." Align your views with theirs, and communicate your understanding of how every person on a team plays a vital role in the organization's success.

"Throughout my career, I've always enjoyed working as part of a larger team. This enjoyment started with my love of and participation in team sports like baseball and basketball. Growing up playing sports, I learned that each team member brought a unique skill set that could help us achieve our goals. Through a great coaching staff that knew how to make these individual skills shine, this same philosophy holds true for a team looking to design a new software system. I know that my skills as an engineer are just part of the final product, and I work very well with designers, architects, analysts, and sales to help build the greatest system possible."

"I am a people person by nature, and my current role has me working very closely with our engineering and design staff on writing technical manuals for our products. While I certainly can handle long days at my computer in solitude, my desire to work hand in hand with others sets me apart from my peers in this field. I have excellent verbal, listening, and written communication skills that, if hired here at Klarna AB, your entire team would appreciate from my first day on the job."

20 Klarna Interview Questions and Answers

Prepare for the types of questions you are likely to be asked when interviewing for a position at Klarna.

As e-commerce continues to grow, so does the need for payment solutions that are both easy to use and secure. Klarna is a leading provider of such solutions, and as such, is always looking for talented and ambitious individuals to join their team.

If you’re lucky enough to score an interview with Klarna, you can expect to be asked questions that are specific to the company and its business. Here are some examples of such questions, along with advice on how to answer them.

Klarna Interview Process

The interview process at Klarna can be long and difficult, with many rounds of interviews and assessments. The hiring process is often slow, taking several weeks or even months to complete. Additionally, the company has been known to cancel interviews last-minute, which can be frustrating for candidates who have already invested time and effort into preparing.

• What do you know about Klarna?
• How would you describe your personal style of coding?
• Tell me about a time when you had to deal with an angry customer, how did you handle it?
• Describe the experience you have in product development.
• Why do you want to work at our company?
• Do you have any experience working with Agile?
• What is something that you are most proud of achieving in your career so far?
• What skills and qualities does someone need to be successful in this field?
• When working on a project, what kind of management style are you most comfortable with?
• If hired, what projects would you like to take on first?
• Are you willing to relocate if needed?
• In one sentence, tell us why we should hire you over someone else.
• Give an example of a time where you were under pressure to meet a deadline.
• Provide an example of a time when you came up with a new idea or innovation related to your job.
• Have you ever worked remotely before?
• Do you have any experience using Jira?
• Explain how you handled a difficult situation in your previous role
• Tell us about a goal you reached in your last position.
• How would you prioritize multiple tasks given to you by different people?
• What are some things that make you happy at work?

1. What do you know about Klarna?

This question is a great way to test your knowledge of the company and its products. It also allows you to show that you’ve done some research on the organization before your interview. To answer this question, try to include information about Klarna’s history, what it does and how it works.

Example: “Klarna was founded in 2005 by four Swedish entrepreneurs who wanted to create an alternative payment method for e-commerce sites. The company offers shoppers several different ways to pay for their purchases, including installments, credit cards and gift cards. Merchants can use Klarna to accept payments from customers all over the world.”

2. How would you describe your personal style of coding?

This question is a great way to assess your problem-solving skills and how you approach coding. Your answer should include an example of a time when you had to code in a specific style, the challenges you faced and how you overcame them.

Example: “I would describe my personal coding style as pragmatic. I prefer to write clean code that’s easy to read and understand. However, sometimes this can be challenging because it requires me to spend more time on debugging than if I were to use other coding styles. To overcome this challenge, I try to plan ahead before writing any code so I know exactly what I’m going to do.”

3. Tell me about a time when you had to deal with an angry customer, how did you handle it?

An interviewer may ask this question to assess your customer service skills. They want to know how you would handle a challenging situation and if you have the ability to diffuse it. In your answer, try to show that you can remain calm under pressure and use problem-solving techniques to resolve issues with customers.

Example: “I once had a customer who was upset because they didn’t receive their order within the estimated delivery date. I apologized for any inconvenience and explained that there was an issue with our shipping provider. The customer seemed satisfied with my explanation and said she understood. She also appreciated that I offered her a discount on her next purchase.”

4. Describe the experience you have in product development.

This question is a great way to show your knowledge of the industry and how you can apply it to Klarna. When answering, consider what products you’ve worked on in the past and what skills you used while doing so.

Example: “In my last role as an e-commerce manager, I was responsible for managing our entire product line. This included creating new products, updating existing ones and removing those that weren’t selling well. In this position, I learned how important it is to have a solid understanding of customer needs and preferences when developing new products. It also helped me learn how to manage a team of designers and developers.”

5. Why do you want to work at our company?

This question is a great way to show your interest in the company and its values. It also allows you to learn more about the organization, so you can explain why it’s a good fit for you. When preparing for this question, research the company thoroughly and read through their mission statement or core values. Try to find something that resonates with you personally and use it as an opportunity to express yourself.

Example: “I’ve always been interested in e-commerce solutions, so I was thrilled when I found out about Klarna. Your company has such a strong reputation within the industry, which makes me excited to work here. I’m looking forward to learning from some of the best minds in the business.”

6. Do you have any experience working with Agile?

Agile is a software development methodology that focuses on creating solutions quickly and efficiently. It’s common for companies to use Agile when developing new products or services, so it’s important to show you have experience working with this method if the company uses Agile.

Example: “I’ve worked in an Agile environment before at my previous job where I was part of a team that developed e-commerce websites. We used Scrum as our Agile framework, which helped us stay organized and complete projects within set deadlines. As a result, we were able to launch several successful websites by using Agile.”

7. What is something that you are most proud of achieving in your career so far?

This question is a great way to learn more about the candidate’s personality and values. It also helps you understand what motivates them, which can be helpful when deciding whether they are a good fit for your company culture.

Example: “I am most proud of my ability to work well with others. I have always been someone who enjoys collaborating with others on projects, but in my last role, I was able to take that skill even further by leading a team of five other employees. We were tasked with creating an online shopping experience that would help our customers find exactly what they were looking for while making it easy for us to fulfill their orders. By working together as a team, we were able to create a new website that increased sales by 20%.”

8. What skills and qualities does someone need to be successful in this field?

This question is a great way to show the interviewer that you have the skills and qualities needed for success in this role. When answering, it can be helpful to list specific skills or qualities and explain how they help you succeed.

Example: “The most important skill someone needs to be successful in this field is problem-solving ability. As an e-commerce specialist, I often encounter issues with customers who are having trouble making payments online. In these situations, I use my problem-solving skills to find solutions to their payment problems so they can complete their purchases.”

9. When working on a project, what kind of management style are you most comfortable with?

This question can help the interviewer understand how you might fit into their organization. If they have a specific management style, it can be helpful to know what that is so you can adjust your approach if necessary.

Example: “I am most comfortable with a collaborative management style where I work closely with my team members and we all contribute ideas for improvement or new ways of doing things. However, I also value independence in my employees and encourage them to take ownership over their projects and tasks.”

10. If hired, what projects would you like to take on first?

This question is an opportunity to show your enthusiasm for the role and how you plan to contribute. If you have experience with similar projects, share what you learned from them.

Example: “I would love to start by learning more about Klarna’s customer service department. I’ve worked in customer service before, so I know that it can be a challenging job. However, I think there are many ways we could improve our customers’ experiences. For example, I’d like to implement a live chat feature on our website so shoppers can get answers to their questions faster.”

11. Are you willing to relocate if needed?

If the company is looking to expand its operations, they may need employees who are willing to relocate. If you’re not sure if you would be willing to move for a job, it’s best to answer honestly and say that you would consider relocation if the opportunity was right.

Example: “I am open to relocating if I feel like my skills could benefit the company in another location. However, I do have family here so I would want to make sure that there were opportunities for them as well.”

12. In one sentence, tell us why we should hire you over someone else.

This question is a great way to show your confidence and enthusiasm for the position. It also allows you to highlight some of your most important skills, which can be helpful if they’re not listed in the job description.

Example: “I am an excellent communicator with strong customer service skills. I have experience working as part of a team and independently, and my ability to work under pressure makes me a valuable asset to any organization. My attention to detail and problem-solving abilities make me a candidate who can help solve problems quickly.”

13. Give an example of a time where you were under pressure to meet a deadline.

This question is a great way to assess your time management skills and ability to prioritize tasks. When answering this question, it can be helpful to mention the steps you took to meet the deadline and how it benefited your team or company.

Example: “In my previous role as an e-commerce manager for a large retailer, I was responsible for managing several different teams of employees. One day, one of our marketing managers asked me if we could add a new feature to our website by the end of the week. At first, I thought that would be impossible, but after talking with some of my other managers, we decided to try to do it in two weeks instead. We ended up adding the new feature to our site before the end of the month.”

14. Provide an example of a time when you came up with a new idea or innovation related to your job.

This question is an opportunity to show your creativity and problem-solving skills. When answering this question, think of a time when you came up with a new idea or implemented a change that positively impacted the company or organization.

Example: “At my previous job, I noticed that many customers were having trouble finding our website because they couldn’t remember the URL. So, I suggested we create a memorable slogan for our brand so people could easily find us online. The marketing team loved the idea, and we created a catchy phrase that was easy to remember. Customers started using the slogan in their social media posts, which helped increase our brand awareness.”

15. Have you ever worked remotely before?

Working remotely is a common practice for many companies, especially those in the tech industry. If you have experience working from home or another location outside of your office, share how it benefited your work and what challenges you faced.

Example: “I’ve worked remotely before at my previous job where I was responsible for managing our social media accounts. It was an interesting experience because I had to learn new ways to communicate with others while still being able to do my job effectively. However, I found that having a dedicated workspace helped me stay focused on my tasks and made communicating easier.”

16. Do you have any experience using Jira?

Jira is a project management software that Klarna uses to manage its projects. Your answer should show the interviewer that you have experience using Jira and can adapt to using it in your new role at Klarna.

Example: “I’ve used Jira for my previous job, where I was responsible for managing our team’s tasks and projects. I’m familiar with how to use Jira and will be able to adapt quickly to using it again.”

17. Explain how you handled a difficult situation in your previous role

An interviewer may ask this question to assess your problem-solving skills and how you handled a challenging situation. Use examples from previous work experiences where you faced a difficult situation, analyzed the issue and implemented solutions that resolved the problem.

Example: “In my last role as an e-commerce manager for a fashion retailer, I had to handle a customer complaint about a product they ordered online. The customer complained that the item was not what they expected when it arrived at their doorstep. After listening to the customer’s concerns, I asked them to send me photos of the item so I could review it myself.

After reviewing the photos, I noticed that the item was damaged during shipping. I contacted the warehouse team to confirm if there were any other items in stock with the same style and size. They confirmed that there were no more items available in stock, but we would be able to replace the damaged item with another one within two weeks. I informed the customer of our plan to replace the item and apologized for the inconvenience.”

18. Tell us about a goal you reached in your last position.

This question is a great way to show the interviewer that you are motivated and goal-oriented. When answering this question, it can be helpful to mention a specific goal and how you achieved it.

Example: “My last position was as an e-commerce manager for a large online retailer. My main goal there was to increase sales by 10% in one year. I started by analyzing our current customer base and identifying which customers were most likely to purchase from us again. Then, I created targeted marketing campaigns based on those demographics. After implementing these strategies, we saw a 15% increase in sales.”

19. How would you prioritize multiple tasks given to you by different people?

This question can help the interviewer assess your ability to work in a team and prioritize tasks. Use examples from previous experience to show how you would handle multiple projects at once.

Example: “In my last role, I was responsible for managing customer service issues while also handling sales inquiries. In this situation, I used a system of color-coded sticky notes on my computer screen to keep track of which customers were waiting for me to respond to their questions or concerns. This helped me ensure that all customers received timely responses.”

20. What are some things that make you happy at work?

Employers ask this question to see if you’re a positive person. They want someone who will be happy in their workplace and help create an enjoyable environment for everyone else. In your answer, share two or three things that make you happy at work. Try to focus on the interpersonal aspects of your job rather than the technical ones.

Example: “I love working with customers because I enjoy helping people. It makes me happy when I can solve a customer’s problem or answer their questions so they feel satisfied with their shopping experience. Another thing that makes me happy is being able to learn new things. At my last job, I was always looking for ways to improve myself as a salesperson. I would read books about selling techniques and watch videos online.”

20 Public Storage Interview Questions and Answers

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What is it and why is it booming? A Klarna case study

B2B, B2C, B2B2C. You are not drunk reading the alphabet, but you are looking at different business models. 

B2B, or business to business, is when a company sells to other companies. There are many decision makers and different factors that come into play when buying in a B2B context. B2C, or business to consumer, is when a company sells to a consumer. In this context, the focus lies on the end consumer completely, and that end consumer has all the buying power, without having to consult other stakeholders. B2B2C is a hybrid mix of both, driven by digitalization, where a B2B and a B2C company work together to give the consumer the best possible experience. 

Let me explain to you how this works exactly. 

B2B2C: A Klarna case study 

To explain the B2B2C model, we’re taking the Klarna x H&M business case. I’m sure you’ve all heard of H&M – a clothing store chain with over 5000 shops in 74 countries and a thriving e-commerce – our B2C player. 

Klarna might be new to you: a Swedish fintech company  that offers online financial services to e-commerce companies – our B2B player.

Customers can place orders directly at H&M online, but they might not always be able to pay for it upfront, or they only want to pay for the items they keep. This is where Klarna comes in. When choosing Klarna at check-out, customers can choose to pay after their order arrives at home, paying only for the items they decide to keep. Customers know that they are buying from H&M, but through Klarna.  

This is a win-win situation, because H&M doesn’t need to follow-up with payments (Klarna does this for them through their partnership), nor do they have to carry the financial risk. Customers can order in a more flexible way, and Klarna is able to leverage H&M’s name for brand awareness, reduce certain costs (they don’t have to stock nor send the clothing) and they get access to H&M customer data. As you can see, this B2B2C partnership makes total sense, because both players gain a lot from it. 

What is important to notice in this example, is that customers who shop at H&M know that their items are sold and sent by H&M, but that they are paying through another company, Klarna. In the long turn, customers might not make this clear distinction any longer, and start associating shopping online with Klarna ( learn more about marketing psychology here ).  

Should your company adopt a B2B2C strategy? 

In theory, almost any B2B company can adopt a B2B2C strategy by working together with a B2C company. But that doesn’t mean it is always a good move, or something that you should do just because you can. 

Some things to consider:

1. Your product(s)

This goes without saying, but not all products are ideal for this type of distribution. Some products are simply not made to sell to end-customers, for example: niche products in the building industry 

2. Digital maturity

As we’ve stated before, this type of business model is driven by digitalization. This implies that your company and the company that you might collaborate with, both need a certain level of digital maturity to pull this off. Don’t forget: the B2B2C approach stems from the wish to offer the end customer the best possible experience and product, made-to-tailor. In this day and age, that requires some serious digital efforts, where a thought-out e-commerce platform is a strong requirement.

3. Company compatibility

When entering any business partnership, you should check if you are compatible with your potential partner. Pay extra attention to the legal & IT department – if they can’t find common ground, the partnership will be difficult to pull off.

On the other hand, if you manage to build a successful partnership, there are plenty of rewards to reap:

1. You get more insights into consumer data

Let’s circle back to the H&M x Klarna case study. In this example, we see how the B2B player gets insights into the B2C player’s customer data. This type of data would have never been accessible for Klarna if they would not have partnered with H&M. 

 2. You can cut out certain costs

This goes for both companies in the partnership. In our case study, we see how Klarna has little marketing costs and no product stocking nor shipping costs. 

H&M takes care of producing, selling & shipping the goods, but they don’t carry the financial risk of after-payment solutions. When there is an issue with payment, this is followed up by Klarna’s customer service. 

3. You can build a stronger brand

Klarna is a relatively new brand that is taking the online world by storm. As some of you business owners or brand directors know, it takes a village to build your brand from scratch. It can take a very long time before it actually takes off. By working with a big B2C player, and by associating with H&M, Klarna took a successful  shortcut  in getting their name out there. 

Are you thinking of taking the B2B2C route? Let’s talk! 

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What to expect Klarna Skills Interview?

I have an upcoming skills & behavioural interview with Klarna? If there's anyone that has gone through the process, please can you explain what would be expected of me? Are the technical questions LC or OOP? I would appreciate any help, so I don't prepare blindly and off course. Thanks a bunch!

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By Peter Ramsey

5 UX takeaways

1. Event-driven behaviour

2. "Are you sure"?

3. the irony of telling people how easy something is, 4. people will enter their details incorrectly, 5. content echos, how klarna works.

Klarna is one of the biggest ‘buy-now, pay-later’ services in the world, and you’ll probably have seen their logo in a few familiar places, like ASOS, Topshop and Wayfair.

The idea is that you can buy something from one of their participating retailers, receive the item, and pay for it through Klarna later on.

And it seems to be working well. As I write this, Klarna is a $10 billion company, and they claim to process more than a million transactions every day.

So, you can imagine how meaningful a 1% improvement in their customer retention would be. Even 0.1% would be noticeable.

Well, let’s explore the UX mistakes that Klarna are making, and ultimately how they could improve their product fairly easily.

Recognising event-driven behaviour.

How not to ask ‘are you sure?’.

The irony of saying something is ‘easy’.

Always include a way back.

Avoid content echos.

Please rotate your device to view this slideshow

That’s all for the slideshow, but there’s more content and key takeaways below.

Sometimes—as I’m making my morning coffee—I’ll realise that we’ve run out of milk. So I rush down to my local shop, power-walking through the isles at 7am with a bottle of milk in hand.

It’s a very small shop, so the cashier will have seen me pull up, and use the most efficient path to go from the door, to the milk, to the till—and have Apple Pay up and ready before they open their mouth:

“ Do you have a Tesco clubcard ?”

“ No. ” (slightly out of breath)

“ Would you like to sign up now ?”

Sure, it may be company policy to always ask, but it’s a stupid company policy.

It’s also a perfect example of an issue that happens a lot when designing software: people misunderstanding, or not considering what is driving a user’s behaviour.

I’ve overly-simplified this, but consider that there are only two types of behaviour:

People have a clear purpose or goal.

💁‍♀️

2. Casual browsing

Open to being tempted by offers and new products.

Klarna have a version of this when paying for your first item, after you click on a CTA that is very event-drive: “ I’m ready to pay” .

As this is your first experience of Klarna, you’re probably anxious to see if there will be any additional fees. You want to make the payment as quickly as possible, and be reassured that you didn’t make a mistake trusting Klarna in the first place.

Well, after clicking on that CTA, you’re immediately asked to invest your time into creating better future shopping experiences. This is their ‘clubcard’ moment.

You click "I'm ready to pay"...

Introducing: temptation

The point here isn’t that Klarna shouldn’t be asking users to invest their time—it’s that right now, in this moment, the user is focused on a task.

And if you’re trying to get a user’s attention, to ultimately invest time into something irrelevant, then you’ll have much more success doing it after they’ve completed that task.

Or rather: if Klarna asked this same question after the payment had been made, I’d be confident that they’d increase the engagement they received.

Imagine if my Tesco scenario actually went like this:

“ No thanks.”

“ Are you sure? “

“ But a re you sure? “

Let’s be honest, this would be insane, yet it’s exactly what Klarna do. Actually, they ask if you’re sure four times in a row.

There are two problems with what Klarna are doing here:

1. Offering no new information

Just asking the same question again isn’t convincing—you need to entice the user into changing their mind with some new information, or a benefit that they may not have correctly valued before.

2. Making you skip each step individually

If you want to skip the first part of the personalisation process, you probably also want to skip all the following parts too.

It’s actually quite helpful to use my analogy again:

It may be convincing enough if the Tesco employee responded with new information, for example:

“ Are you sure? All I need is your email address and you’ll get a £2 bonus instantly.”

In conversation, this is mostly instinctive. If someone says no to your offer, you immediately know that you need to entice them a little more. Even children understand this.

But in software, human instinct needs to be designed. It rarely happens by coincidence.

Telling someone how easy something is—without quantifying it in any way—is in short; useless.

There’s a deep irony too: companies believe their own products are easy to use, so they tell people how easy they are to use. In doing so, adding stuff for the user to read, making it take longer.

The key is to not just say something is easy, but explain why it’s easy. Otherwise it’s nothing more than padding.

For example:

❌ Useless comments

✅ Good alternatives

It’s really easy.

All you need is an email address—that’s how easy it is.

It’s really quick to do.

90% of our users complete this process within 75 seconds.

Klarna have a great example of this: telling the user “It’s a breeze” .

If this seems tiny and insignificant, that’s because it is. But it’s also easily solvable, and a missed opportunity to say something that’s actually interesting.

Great product design is a balancing act of being as concise as possible, whilst also being as convincing as possible.

You’ve probably heard the quote: nothing is certain, except death and taxes .

Really though, this needs to be rewritten for 2020:

“Nothing is certain, except death, taxes, and that customers will enter their personal details incorrectly on your form “.

When designing software, in particular forms, you need to make sure that users can go back and edit their data—without having to just start again—because they will get it wrong some of the time.

Which is why verifying your phone number with Klarna is so frustrating—you can’t go back. You have to request a new email, get a new link, and start again.

Enter number

Realise it's wrong

Can't go back

This is probably an oversight, but it’s such a major inconvenience when it does happen.

I’m a big fan of helpful text: the small—usually grey—secondary line of text that gives context to a title.

But sometimes people push it too far, and really there’s nothing relevant extra to say. For example:

It’s a harmless line of text. The designer probably wasn’t overly-happy with putting it in, and knew it was a waste of time, but it made the aesthetic design work better.

But here’s the thing: subconsciously people will start to notice that some of the content isn’t very helpful, and so they stop paying attention to it.

The risk of the content echo is not the echo itself, but that it teaches the user that sometimes the helpful text isn’t actually helpful at all.

That was an easy way to consume 50 hours of UX research, right?

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All of the UX analysis on Built for Mars is original, and was researched and written by me, Peter Ramsey.

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Klarna Interview Process

I’m interviewing for a marketing role at Klarna in NYC. This is my experience and knowledge of the process so far: -recruiter screener -logic test: the example practice test they send you is the same format of the test you will take -Skills Interview: I found this pretty similar to how most first round hiring manager conversations typically go where you focus on background and specific areas of experience -Bar Raiser Leadership -Presentation -Team Fit Is anybody able to offer any details on their experience with the Bar Raiser and Presentation portions of the interview process? YEO: 8 TC: $250k

I’m interviewing for their Product analyst position. Seems the process looks the same. Have you had a business case in skills interview?

I wasn’t asked to break down any case studies during my skills interview

For the bar raiser, I think it’s a behavioural interview. Believe you have to check their leadership principles and come up with stories per what they’ve told me