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Nationwide overhauls online banking

World’s largest building society simplifies processes

Nationwide has upgraded its online banking service with IBM, in a bid to improve navigation and speed up processes.

The new website makes registration, viewing statements and setting up payments easier. It also improves the relevance of additional product offers to customers, Nationwide said.

The four million Nationwide customers who currently bank online can use graph tools to better monitor their outgoings against pay, and statement filing has also been simplified. The bank expects to expand site functionality to include account opening.

The project began in 2008. During development, a range of designs were tested with over 1,250 Nationwide customers. Input was also taken from 2,600 of the bank's staff.

Under the IT services contract, IBM provided programme governance, business and technical analysis, technical design and development services, as well as testing with partners IPL and GamCom.

Richard Searle, head of channel integration at Nationwide, said customers had "high expectations" for the website's ease of use. The site is intended to be more intuitive and secure.

In May, Nationwide switched on a new mortgage system, based on SAP, aimed at improving its processes dramatically. The move was part of a £300 million business transformation programme, called Voyager, based around SAP enterprise resource planning software.

Earlier in the year, Nationwide's web homepage went offline for a two hour period when it experienced a server overload.

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