Enhancing the human touch for a better digital banking experience
The development of the Internet has empowered all kinds of traditional industries, and digitalisation has become involved in all aspects of people's lives, and banks are no exception. As banks have digitalised in the UK and Europe, obstacles to this process have emerged. Such as, people or businesses who do not adopt or accept the digitalisation of the Internet (i.e., online) have become a key difficulty on the road to digitalisation for banks. At the same time, in the context of the epidemic, online banking users have proliferated, users' demands for service quality have increased, and dissatisfaction continues to emerge. For Nationwide, there are also some individual problems. On the one hand, Nationwide's new user growth is lower than other emerging banks; on the other hand, nationwide lacks a deep understanding of users' needs and pain points. Improving these issues is the goal of this project.