Nationwide targets mobile users with website overhaul

Matthew Finnegan

Nationwide Building Society has launched a website aimed at improving functionality for customers using mobile devices.

The site — developed in-house by Nationwide using a Sitecore content management system — offers improved navigation of features on smartphones and tablets, resizing to fit any device, as well as new bankings tools and features.

The bank also intends to expand functionality of the site — which can also be accessed on desktops — to provide personalisation services. This includes highlighting information on products and rates to customers which frequently use the savings services, for example.

"For the new [site] we went back to the drawing board to understand what our customers really want and to ensure it was quick and easy for them to find it, whether they are sitting at home or sitting on the bus," said Chris Hulse, head of e-commerce and digital marketing.

Nationwide was the first bank to launch online banking in 1999, and has since expanded its digital services to include the digital wallet, as well as planned support for mobile payments services such as Zapp and Paym. The firm has also invested in innovative technologies such as a telepresence system to enable remote mortgage applications.

In addition, the bank today announced that it would be providing 24/7 Twitter support to its customers for the first time.

"In the short time that businesses have been using social media, Twitter has quickly become the channel of choice for customers who want to talk to companies, whether it is to ask questions or share their opinions," said Nationwide's chief operating officer, Tony Prestedge.

"Yet so many organisations are either not using Twitter properly or see it as a poor relation to traditional channels such as the phone. At Nationwide we have embraced Twitter and are using it as an integral part of our customer service and support strategy."

Like many banks, Nationwide has experienced a number of IT related services issues, including disruption as it completed its move from legacy systems onto a new SAP platform last September.