Content Creation

NatWest needed clear, engaging, and user-focused content for their Bankline app and Business Banking app. Customers often struggled to understand key features, leading to frequent support inquiries and lower adoption rates of advanced app functionalities.

 I developed comprehensive in-app content, including FAQs, onboarding guides, and feature highlights, tailored for both new and experienced users. My approach focused on simplifying complex banking processes while maintaining a professional and approachable tone that aligned with NatWest’s brand.

Improved app adoption rates by 25% and reduced customer support inquiries by 40%, as users were able to independently navigate features and resolve common issues.