For a number of years, we worked with RBS/NatWest to help them become a leader in mobile banking. That meant addressing several unmet customer needs, including:
Data showed that consumers often forget their bank cards at home or choose to leave them behind for security purposes. So we helped RBS/NatWest use technology to enable cardless cash withdrawals in sticky situations, as well as everyday ones. With the help of smartphones – something that consumers almost never leave behind – RBS/NatWest pioneered an entirely new cash withdrawal process called Get Cash.
This trailblazing mobile feature allows ATM withdrawals of preset amounts using a short-duration, five-digit PIN that users can access via smartphone. Customers simply enter the code at any of the bank’s 8,000+ affiliated ATMs to withdraw the cash. In addition, customers can use Get Cash to simplify the process of sending money to family members or friends in need.
Security is one of the biggest concerns for mobile users and, as a result, login processes have gotten increasingly complex. RBS/NatWest needed an effective digital solution to remove barriers to mobile access while keeping customers protected. The answer? Biometric identification, which increases both ease of use and security. Partnering with Apple, RBS/NatWest leveraged Touch ID to become the first UK-based bank to offer a faster, safer login process using a customers' unique fingerprints.
With the introduction of the Apple Watch, NatWest saw the opportunity to shape the on-the-go customer experience. The RBS subsidiary asked us to adapt Helpful Banking to Apple Watch’s smaller screen and create tangible value for busy customers. That meant going beyond the ability to check account balances and offering some of the brand’s beloved services – namely, Get Cash. By integrating this key feature, Apple Watch wearers could now leave their wallets and phones at home and still have access to cash.
Gold – Mobile Applications – Services (Get Cash)
Gold – Best Use of Mobile and Portable Devices (Get Cash)
Gold – Financial Services (Touch ID)
Best Transactional Experience (Get Cash)
Best Transactional Experience (Touch ID)
Merit Award – Consumer – Mobile – Utility (Apple Watch App)
Anti-fraud/Security Strategy of the Year (Touch ID)