Nationwide Building Society

Challenge

For customers to update their contact details with Nationwide, they may need to also contact other providers depending on their products. This information was hard to find and often missed across all digital platforms.

Solution

• Make important information easy to find online
• Introduce content for the updating process in app and internet bank

What I did

• Reviewed competitors, analytical data and page feedback for insight and inspiration
• Worked with SMEs to understand all variations and combinations of solutions for customer mapped journeys
• Worked with UI and UX designers to conceptualise designs
• Worked through logic to create a routing based journey for users to navigate
• Created new design and journey through website, app and internet bank to improve user experience
• Supported usability testing and iterated content based on feedback

Working through logic and content for routing component

The impact

These updates influenced a decrease in calls for support on this topic. The design created a consistent approach to managing personal information to help customers. Continuous improvements made based on ongoing usability testing in this area

<aside> 💡 View the live the content here: https://www.nationwide.co.uk/help/your-details/change-your-contact-details/

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