The first new feature I worked on was automatic Internet Bank registration.
Encouraging users to manage their savings accounts using online banking reduces the overhead cost of customer contact – i.e. call centre volumes – but also helps keep members and colleagues safe, if fewer members call into branch for actions they could complete at home.
We agreed on 2 objectives:
To build the ability to automatically register new savings account applicants for online banking into the saving application journey, I wanted to focus on how we might help them feel confident, informed, and ready to get started once they are ready to log on for the first time.
I mapped the current journey, from the Nationwide.co.uk website through to our application journey, and out the other side, in order to understand the language we were using to set user expectations around timescales and communications beyond the end of their savings account application.
Although the screens on the right are the only ones I own the content for, the screens on the left - the acquisition journey - is an essential part of the experience. As such, I reached out to my content design colleague on this project (the project I'd just left!) to offer recommendations and see if there were any upcoming epics that some tweaks to the savings product page content could be included in. As luck would have it, there were – meaning I got to deliver a more fully realised customer journey, without expanding the scope of the work.
I wanted to understand more of the member touchpoints around applying for a savings account. This is an excerpt of a larger customer journey map I collaborated with my service designer colleague on to create. This details different application scenarios and the comms sent for each, from final confirmation screen through to being sent account details in the post.
At this point, we were beginning to gather user insight that we could pull into the journey to help get an idea of emotion, reactions and pain points around language used and instructions given to new members.
We decided to combine testing this epic with another project we were picking up at the same time. The goal was to leverage our resources more efficiently and to increase our team's productivity. In order to achieve this, I was assigned to help write the discussion guide. By writing the guide, I was able to provide a valuable contribution to the project and help ensure that our team stayed organised and on track.
During my regular review sessions with stakeholders, I scoped and agreed the wording and placement regarding terms and conditions that we need to display to the new users.