Nationwide revolutionises mobile banking
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- Mobile Banking App
- Quick Balance
- Impulse Saver
Tech Stack
- iOS
- Android
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Brand Awareness
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Finance & Insurance
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Remote Asset Management
- Retail Store Automation
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Nationwide is a leading financial institution in the United Kingdom. It has a large customer base and offers a wide range of financial services. The company has a strong digital presence and has been a pioneer in mobile banking, being the first bank in the UK to introduce a mobile platform in 2000. However, with the rapid evolution of technology and increasing customer expectations, Nationwide recognized the need to revisit the capabilities of its existing platform. The company's multi-channel transformation strategy led to the development of a new mobile banking app for both Android and iOS devices. Since its launch, the app has been continuously enhanced to provide new market-leading functionality, differentiating Nationwide in the mobile app market.
The Challenge
Nationwide, a leading financial institution in the UK, recognized the need to keep up with the competition in the mobile banking sector. The success of its competitors’ mobile banking offerings meant that there was a widening competitive gap for the Society both in terms of channel costs and digital reputation. Essentially, competitors were more successfully broadening their channels to allow the movement of low-value transactions to mobile banking, freeing up their branches for higher-value mediated or regulated transactions and sales. Recognizing that the re-engineering of its internet channel had provided Nationwide with the perfect foundations to provide a competitive, scalable, performant and yet elegant mobile banking solution, Nationwide launched the Mobile Banking programme to deliver its next digital channel offering to market.
The Solution
Nationwide contracted IBM to take on full project management responsibility for Mobile Banking, under the constraints of a fixed-price, multiple-subcontractor agreement. The IBM team was required to provide project leadership, governance and innovation, to ensure that the solution would not only meet immediate needs, but would also embed the technical capabilities to support the Society’s future growth. To kick-start Mobile Banking, IBM initially set up a three-week programme of workshops and review sessions to cover the key aspects of the programme. This was the Solutioning phase, which was based on the re-use of its Accelerated Delivery methodology. The team involved existing and prospective Nationwide members right from the start, taking the existing Internet Bank functionality and generating the requirements for Mobile Banking. This provided extremely rapid engagement and advocacy, ensuring that all development was geared very closely to members’ needs. This approach – putting the members front and centre – continued throughout the full eight-month Mobile Banking project.
Operational Impact
Quantitative Benefit
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