Launching ‘different’ in a crowded mobile banking space

How do you create an award-winning mobile banking app?

550k+

app downloads

35k

fewer call centre calls per week

No. 1

free finance app on App Store

BIMAS Award Winner 2015
BIMA: Consumer Services Winner, 2015
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

The need

Tesco Bank’s mobile services needed a complete rethink. Limited functionality and poor data visibility were failing to take advantage of the changing world of their customers  and the bank was being left behind in an increasingly competitive space. 

Nile were invited to support the development of two new native banking apps,  proactively designed to help customers manage their everyday finances in a transparent, simple way.

What we did

Tesco Bank are committed to delivering best-in-class consumer services. We engaged with 180 customers over 36 days to get under the skin of their daily financial management and to identify differentiated service opportunities.

Having set the ambition – to surface personalised, 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.

The outcome

Within 12 months of launch, data showed that 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 inclusion of unique money management features such as financial alerts, financial calendar views, ‘save now’ and balance peaking helped app customers to save more regularly than non-app customers.

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Other times we’ve made a difference

Transformational customer service

Helping one of the UK’s largest commercial banks to transform their service model across all channels, designed with their customers at the core.

Customer Wednesdays

Co-creating a powerful, repeatable design research playbook that mobilised a culture of customer-centric design across an entire organisation.