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001. Nationwide Building Society

Redefined Nationwide’s flagship banking application, focusing on delivering a seamless, user-centred mobile experience. Developed intuitive user journeys, scalable design systems, and accessible interfaces, contributing to over 1.4 million downloads and positioning the app as the UK’s number-one finance app at launch.

Context

Nationwide first launched their Mobile Banking App in 2012. Due to a proliferation of devices and changing customer needs the organisation saw a need to re-design the App to increase agility, thus the Next Generation Banking App programme began.


My role

My role as Business Analyst (BA) & Information Architect (IA) on the programme was part of an overall design team., which was broken down into sub-teams including Customer Experience and Functional Design. We were integrated and worked with Nationwide representatives to ensure that we met their requirements. The programme was delivered in a waterfall method.


Key functions delivered (not an extensive list):

  • My Account & Greeting

  • Details & Settings

  • TouchID

  • Payments 2.0


Brief

  • Let customers do whatever banking tasks they want, wherever and whenever they want

  • Make banking feel less like a ‘task’

  • Give people a greater understanding of their banking

  • Create a richer conversation with Nationwide.



Key Deliverables

  • Functional Spec Docs - a document describing the function being delivered including links to key 'instructional' documents, i.e. use cases, business rules etc.

  • Use Cases - actions or event steps typically defining the interactions between the user and a system to achieve a goal.

  • User Flows / Activity Diagrams - a behavioural diagram i.e. it depicts the behaviour of a system. An activity diagram portrays the control flow from a start point to a finish point showing the various decision paths that exist while the activity is being executed.

  • User Interface Specifications - covers possible actions that the user may perform and all visual and other interaction elements.

  • Business Rules - business rules tell you what you may or may not do something. They might also provide criteria or conditions for making decisions.

  • Content Matrix - central repository of content items with unique references that will be displayed in the app.



Process

When developing the App, Nationwide set up an Experience Design process that puts customers at the centre of the development process to deliver on their customer-centric objectives​.

Throughout its development, 10 rounds of customer testing were conducted with a cross section of customers involving over 100 people. Wireframes were then adapted following user testing. ​ As a result of customer involvement throughout the design process, Nationwide has achieved:

  • Simplified processes and touch ID log in

  • Clearer, simpler and more engaging user interface

  • Cross-device, cross-platform experience

  • Flexible design that can grow in the future


Outcomes

Post- launch, customer satisfaction surveys revealed 95% of customers are satisfied/extremely satisfied with the updated App, with feedback including: ​


“I love the new updated App! Logging in with my fingerprints is amazing and means I can get straight to all my bank info without waiting but it’s still secure”.


Personal Learnings

I dedicated nearly two years to this project, and it was an incredible learning experience.

At the top of the list is teamwork. This app required the seamless collaboration of teams from Nationwide, IBM, contractors, and offshore resources. Working with the offshore teams based in India was a particularly standout example of effective teamwork. To build rapport and ensure alignment in ways of working, I traveled to Pune and Bangalore to provide knowledge transfer sessions. These in-person sessions not only facilitated smoother collaboration but also fostered trust and mutual understanding.

To achieve success within the project’s ambitious time frame, it was critical that everyone was aligned and working toward a shared vision. This was made possible through regular and open communication, which cascaded across the entire project structure, ensuring clarity and cohesion at every level.

This project remains a hallmark of successful digital delivery - a testament to the power of collaboration, communication, and shared purpose.

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