Tesco Bank’s mobile services needed a complete rethink. Limited functionality and poor data visibility failed to take advantage of their customers’ changing world.
Left behind in an increasingly competitive space, the bank invited Nile to support the development of two new native banking apps. The apps are designed to help customers manage their everyday finances in a transparent, straightforward way.
How we helped
Tesco Bank is committed to delivering best-in-class consumer services.
We engaged with 180 customers over 36 days. We immersed ourselves in their daily financial management and identified differentiated service opportunities.
We set the ambition to surface personalised and contextual information when a customer most needs it.
We focused on tools and services which would enable customers to be more proactive. Frictionless journeys were created through early evaluation with customers during co-design or 1:1 testing sessions.
A lasting impact
Within 12 months of launch, the new Tesco Bank mobile service was rapidly becoming an essential daily tool for customers.
Over 550k customers downloaded the app, making it the top-ranking free finance app on the App Store. Digital adoption led to 35,000 fewer calls to call centres per week.
The app included unique money management features.
Our customers drive all of our design choices. Nile connects us with our customers which allows us to access their insights and turn them into award-winning banking services.Phil Robertson, Head of Mobile Experience & Digital Design, Tesco Bank
app downloads with 12 months
fewer call centre calls per week
free finance app on the App Store