Meanwhile, technological advances are quickly growing and we'll stay at the forefront of providing online services that help make members' lives easier. “Based on the new developments we've seen over the last 20 years, the next 20 years are going to be fascinating," says James Smith, Nationwide Building Society's Head of Mobile and Digital. “The next five years is going to see significant further innovation in mobile, including the use of biometrics to make it easier for members to use our services."
Using biometrics will also help improve security. Our Innovation Lab developed a prototype in partnership with BehavioSec and Unisys that learns a member’s natural interaction with their smartphone or tablet – how they hold it, tap it, swipe it and tilt it. It's almost like a fingerprint. With this system, even if a thief were to get hold of someone's bank details they would be stopped from accessing a member's account because they wouldn't be able to replicate exactly how they use their device.
Meanwhile, we're working hard to develop Open Banking, an industry-wide project dedicated to fairer, more transparent banking services. Open Banking will let you have more control over your money and see easily how different accounts and financial services compare.
We've come a long way over the last 20 years from being the first financial provider to launch an internet bank, but we won't stop investing in branches. We know the importance of excellent customer service with a real person to our members, which is why we continue to invest in our branch network.