Launching the UK’s first cardless cash service

60,000

users in 5 weeks

4/5

rating from 3,751 customers

BIMA Award Winner 2012
BIMA: Innovation Winner, 2012
Cannes Lions Award Winner 2013
Cannes Gold Mobile Lion Winner, 2013
Emergency Cash is the first in a series of digital breakthroughs that bring RBS’s ‘here for you’ storyscape to life. It’s exciting to see that lead to a Gold Lion in the mobile category.
Malcolm Poynton, Chief Creative Officer – Europe, SapientNitro

The need

To help design a service, unlike any other available in the UK or Europe which enables customers to access cash via an ATM network without using their bank card.

What we did

Nile joined with RBS Group, SapientNitro, and Monetise Group to launch the ‘Emergency Cash’ service.

Recognising that today’s always-on consumers are more likely to remember their mobile phones than their wallets when leaving home, Emergency Cash delivers a unique 6 digit, time-sensitive code that can be used to withdraw money from ATMs across Britain. The code can be shared with friends or family via text, and provides an instant solution for both forgotten wallets and lost cards.

The outcome

In the five weeks after launch, more than 60,000 people used Emergency Cash to gain cardless access to cash.

Emergency Cash took the Gold award in the Mobile Services category at the 60th Annual Cannes Lions Festival of Creativity. This is the most prestigious international advertising and creativity showcase that draws more than 34,000 entries from all over the world.

Emergency Cash has generated an overwhelming reception from customers and elevated RBS’s profile as a customer-focused innovator in a crowded marketplace.
Malcolm Poynton, Chief Creative Officer – Europe, SapientNitro

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.