‘I’m looking for data driven decisioning that can be executed rapidly in a customer centric fashion which continuously betters my organisations thinking and customer outcomes.
NuForm are not Accenture, and they know they are not. They know their sweet spot for an organisation to succeed and NuForm create those outcomes.
There are 3 areas which they’ve really supported us -
Inception - the thinking. Business goals
Conception - the ideas. Human centricity
Transition - delivery. Technical reality
NuForm can journey business through that quickly, confidently and functionally.
Every company has one or more those pieces of the puzzle missing and NuForm fills those gaps.'‘
Priyesh, Digital Experience Director - Natwest Commerical Digital Banking
Enabling a better service delivery for commercial banking.
Taking old processes and digitising them.
Situation:
Natwest were looking to improve their service layer for their commercial banking clients. Whilst their commercial banking offering had already been digitised in parts, many of the services and experiences needed to be adapted from legacy ways of working to an innovative approach that was in keeping with customer expectations for a modern banking experience.
Obstacles:
Whilst Natwest had a comprehensive internal team and a healthy structure in their approach to CX and Service design, they were lacking in:
A flexible way to scale their headcount up and down.
Maturity, toolkit and process in certain areas to improve their offering appropriately to their customers.
Ability and strength to push through ideas and improvements with senior stakeholders within the business.
Actions:
Initially, NuForm provided resource support for the division across UX/UI, service design, research and content writing. We provided a scalable and flexible way for them to leverage resources that would have taken them much longer to secure and at a lower cost.
Once our team established itself and earned trust within the organisation we quickly grew and started to support in a much more strategic way:
We created a central playbook the team could leverage to learn improved processes, methodology and tools to improve how they could create new services and experiences
We engaged in project work where nuForm operated in integrated way where our team embedded with Natwest to design and create new service layers for the customer journeys Natwest were looking to create or improve.
We completed outsourced projects that the internal Natwest team did not have the resources or skills to complete.
Results:
Improved services for the commercial bank with improved internal rating.
Upskilled team with improved process and methodology.
Faster, cheaper, and more flexible approach to team management and project work.