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National Australia Bank releases new internet banking app to enhance customer experience

National Australia Bank
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National Australia Bank (NAB) is focusing on its customer experience with its new internet banking app. The users have received an update to the iOS internet banking app this week, with the rollout of the new platform.

The NAB has launched its new mobile banking application to customers with the iOS version going live following the recent release to Android users. NAB believes digital banking is core to NAB customers’ everyday banking needs, with the bank recording over 50 million internet banking logins across its digital platforms on a monthly basis— 70 percent of these are through mobile devices.

More than 4000 customers and employees were part of NAB’s unprecedented level of pilot testing over almost 12 months and across 18 releases/updates of the pilot app, road-testing improvements and new features.

In an interview with ZDNet, NAB executive general manager of digital Todd Copeland said the bank launched not just an app, but a “complete experience;” one that is sitting on top of a new digital backbone. He added,

One of the things that has changed is how we actually look at both delivering experiences but doing it in a way that we can actually stay in sync with what customers want. Our new mobile banking application will be one of the most important things we put in the hands of our customers this year and we have fully involved them along the way to ensure we are delivering more than just an app, we are also delivering an experience that is fast, simple and intuitive.

The team approached customers both directly and via social media to be part of the pilot testing and collected more than 3000 pieces of feedback during the process. Comments were collated and taken on board to help shape the look and feel of the app.

The new mobile banking experience will include a range of improvements and new features, including the ability for customers to transfer funds using the recipient’s mobile number, Visa credit card transaction controls, the ability for customers to place a temporary block on any Visa card that may have been lost or stolen, quick balance view and overseas travel notification.

NAB implemented a staged rollout, firstly to Android users in late October, before following with the release to iOS Apple devices on Thursday. Copeland stated,

We took a risk-based delivery approach and went with Android first because it was a smaller customer base and we had the flexibility to some extent within the Android platform to run what we call a ‘closed’ beta.

The bank chose this approach so it could monitor performance progressively, which Copeland said allowed NAB to adjust accordingly before pressing ‘the big green button.’ The bank now considers itself a fintech company, with its focus heavily on customer involvement with its new app.

NAB’s new mobile banking app for Android is available for download from the Google Play store, while the iOS version for Apple devices is available from the App Store.


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