On the tail of a review of its online footprint carried out at the end of last year, NAB has updated its site and plans further upgrades over the next few years.
(Screenshot by Suzanne Tindal/ZDNet Australia)
According to NAB's general manger digital Chris Smith, customer needs have changed over the last 10 years, with the site becoming a central part of customer service, attracting 3.5 million visits a month.
The bank had begun to seek feedback from users in December 2009, in a review of its online presence.
The feedback culminated in the NAB setting up Twitter and YouTube aliases and renewing its site. The aim of the revamp was to create a simple layout with an easily navigable interface and improved search function.
Smith said that the bank had used its existing infrastructure for the revamp, not any new systems set to be implemented as part of the core banking upgrade.
NAB has been quiet recently about its billion-dollar core banking plans. It had appointed Oracle to oversee an overhaul of its core systems, but since using the systems for its new online banking arm UBank, it has not commented in detail about its progress.
NAB's general manager said that the design and structure of the new site would be the foundation for a series of future upgrades over the next few years. However, other than saying the bank planned to add "more tools, resources and richer content", Smith could not say what the future upgrades would encompass.
He did say that the bank hoped that the site would become a "full e-tailing" experience, something he described as an "interactive space where customers can find information and advice or apply for new products and services".
Customers will be able to tailor their personal interfaces, he said.
The Commonwealth Bank completed its front-end upgrades last year. These were carried out before the bank tackled the core. It could be that National Australia Bank will use the same strategy.
Part of the Commonwealth's upgrades included elements that allowed customers to tailor. When asked if he thought that NAB was late with its revamp, Smith did not answer the question directly.
"NAB has focused on improving the usability of NAB.com.au and will look to make further improvements in line with our customers' needs and expectations," he said.