Nationwide: Helping customers to understand the cost of borrowing.

Nationwide’s team have been enthusiastic about the Plain Numbers Method, and this personal loan quote is an example of a key customer journey where improvements have been made.

Before
The original version reflects a traditional approach to presenting information, relying heavily on their customers’ ability to work with numbers and understand financial concepts.

After
The Plain Numbers Certified version uses a narrative approach to clearly convey what the numbers mean for the customer, explicitly detailing the interest amount and loan term.

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“Plain Numbers gave us the tools required to simplify the process for personal loan customers looking to borrow more. Not everyone is good with numbers and the previous process meant customers had to do some of their own calculations to compare their options.

These changes mean we can now present complex information in an easily digestible manner, making it easier for customers to compare the options giving them the confidence to make an informed decision.”

– Sophie Martin, Product Owner, Nationwide

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Case study: Thames Water

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Nationwide’s team have been enthusiastic about the Plain Numbers Method, and this personal loan quote is an example of a key customer journey where improvements have been made.

“Plain Numbers gave us the tools required to simplify the process for personal loan customers looking to borrow more. Not everyone is good with numbers and the previous process meant customers had to do some of their own calculations to compare their options.

These changes mean we can now present complex information in an easily digestible manner, making it easier for customers to compare the options giving them the confidence to make an informed decision.”

Numbers shape what people understand, how they make decisions, and who they trust