ABOUT

WORK

BOOKED

Single entry point to

"human" support

Single entry point to "human" support

// Creating a website to help SMEs

Creating a website to help SMEs

// Creating a website to help SMEs

ROLE

Lead Designer

@Nimbletank

project

Access to experts

NatWest

Delivery & STATUS

Responsive website

Live

Tools of trade

Context

Context

Context

As a purpose driven bank, NatWest has invested heavily in developing a suite of services and partnerships to support SME customers’ ongoing growth. However...

Duplicate services creating confusion

A lack of end-to-end digital solutions

Breadth of offering is overwhelming

Perception: They don’t offer relevant support

In other words

In other words

In other words

There is a need to address these issues in order for:


  • Customers to feel genuinely supported by NatWest


  • Customers to see there is a single ‘hub’ with relevant solutions and resources


  • Engagement levels with Enterprise solutions to increase


  • NPS scores to improve

There is a need to address these issues in order for:


  • Customers to feel genuinely supported by NatWest


  • Customers to see there is a single ‘hub’ with relevant solutions and resources


  • Engagement levels with Enterprise solutions to increase


  • NPS scores to improve

There is a need to address these issues in order for:


  • Customers to feel genuinely supported by NatWest


  • Customers to see there is a single ‘hub’ with relevant solutions and resources


  • Engagement levels with Enterprise solutions to increase


  • NPS scores to improve

Bingo!

Bingo!

Bingo!

Hypothesis

Hypothesis

Hypothesis

NatWest owns and promotes over 16 coaching and mentoring platforms to customers, creating a confusing proposition without an end to end digital experience. So, we ran a workshop with stakeholders to come up with a hypothesis…

// WE BELIEVE THAT

// WE BELIEVE THAT

SMEs lack a simple and intelligent way of finding the expertise which they need in order to manage, protect and grow their business

// SO IF WE CREATE

// SO IF WE CREATE

a single digital solution that makes it simple and easy for people seeking and providing expertise to connect

// THEN WE WILL SEE

// THEN WE WILL SEE

an increase in personal and business growth amongst users of the product as well as improve SMEs customer satisfaction

SME Taskforce and Rose Review both highlighted the importance of a one stop digital shop for business owners to access to experts, coaches, and peer mentors.

User personas

User personas

User personas

3 Personas created to underpin all Enterprise work. They were rooted in archetypes from McKinsey ‘SME Recovery’ report and adapted to reflect NatWest customer segments.

Mapping & Scoping workshop

Mapping & Scoping workshop

Mapping & Scoping workshop

In our initial workshops we explored a range of services that were being considered for the beta to identify which audience they were appropriate for, what need it was fulfilling, whether it was a NatWest of third party solution and technical considerations.


During the session it was recommended and agreed that, for the Beta, we focus on a select number of the services where we could offer the most complete end-to-end experience as opposed to focusing purely on the breadth of offering.


In addition, we focused on solutions that offered access to ‘human’ support, discounting various existing programmes

Experience snapshot

Experience snapshot

Experience snapshot

Design sprint

Design sprint

Design sprint

Given the time constraints, I had to jump straight to high-fidelity designs

Given the time constraints, I had to jump straight to high-fidelity designs

Given the time constraints, I had to jump straight to high-fidelity designs

View prototype

View prototype

View prototype

I’ve had the pleasure of working with Direnç on a number of occasions and look forward to working with him again. He’s a brilliant asset to any product or design team, with a great balance of craft skills and pragmatism, is happy working at pace and is a genuine team player. A rare find!

I’ve had the pleasure of working with Direnç on a number of occasions and look forward to working with him again. He’s a brilliant asset to any product or design team, with a great balance of craft skills and pragmatism, is happy working at pace and is a genuine team player. A rare find!

I’ve had the pleasure of working with Direnç on a number of occasions and look forward to working with him again. He’s a brilliant asset to any product or design team, with a great balance of craft skills and pragmatism, is happy working at pace and is a genuine team player. A rare find!

Paul Vallois

Paul Vallois

Managing Director at Nimbletank

Managing Director at Nimbletank

// OTHER CASE STUDIES

01/

My Savills platform

Savills

01/

My Savills platform

Savills

02/

Service alterations page

c2c

02/

Service alterations page

c2c

03/

Ecosystem Discovery

NatWest

03/

Ecosystem Discovery

NatWest