Some details
NatWest have a vision to deliver customers the best commercial premises purchase and ownership experience in the market.
NatWest selected Mubaloo to establish innovative ways to improve efficiency and enhance the customersʼ experience using digital.
Mubaloo take an outcome-driven approach to better understand those customer challenges by engaging with people that had recently gone through the process of
purchasing a commercial property.The aim of this was to understand the motivations, anxieties and required outcomes that sit behind what is considered a sizeable undertaking for most people. For a challenge like this, we used our Jobs-To-Be-Done framework that allowed us to breakdown and analyse customer journeys. With this insight and our methodology, we developed a working, coded proof of concept to test with users before being launched in beta on the NatWest website.
When we presented this prototype to the users, the response was overwhelmingly positive, receiving a +80 NPS score and increasing propensity to apply for a NatWest mortgage considerably.