NatWest Bankline for Communities

The brief

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The ongoing closures of local branches and the need to drive customers to online banking has become a greater priority across the commercial banking sector. Setting up bank accounts in the traditional sense with wet signatures and the manual activity of processing applications has become slow and time consuming.

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The challenge

 

Integrating with the existing NatWest Bankline system, the challenge was to create a new banking platform to support and manage multiple signatories in setting up and running bank accounts specifically for Clubs, Societies and Charities.

 

One of the greater challenges here was the average customer age group being of retirement age, as such the UX, UX copywriting, signposting and online support had to be tailored to meet the demands of an audience less trustful and less familiar with online banking.

 

This involved extensive qual and quant research with both the NatWest business, NatWest customers  and the development team, workshops, a year of wireframing and testing multiple user stories, use cases and taking what was a traditionally complex and time consuming process and simplifying it for both the target audience and the internal NatWest infrastructure.

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The solution

 

Following extensive testing with existing NatWest customers, tested and moderated through LookBack, we were able to create a simplified solution based on customer feedback. UI was created with the existing NatWest component library and new components were created and deployed where there was a deficit in functionality.

 

Additionally, we repurposed the NatWest Debit card online application form to allow users to apply for community banking for up to five users/signatories. This was also extensively wireframed and tested prior to deployment.