Access to experts
Delivery & STATUS
Tools of trade
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
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…
SMEs lack a simple and intelligent way of finding the expertise which they need in order to manage, protect and grow their business
a single digital solution that makes it simple and easy for people seeking and providing expertise to connect
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.
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.
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