Case Study: NatWest optimizes digital customer journeys with Contentsquare

How NatWest uses Contentsquare to optimize its mobile and web application journeys

NatWest, one of the UK’s largest retail banks, was looking to improve digital customer journeys across its web and mobile apps. Although it had already been using Contentsquare, adoption across teams wasn’t consistent, and the company needed a better way to build the habit of data-driven optimization and reduce friction in key journeys like mortgages and savings.

Using Contentsquare’s Experience Intelligence platform, including Heatmaps, Session Replay, Journey Analysis, AI insights, and customizable dashboards, NatWest built an end-to-end testing model to spot issues and run A/B tests. The changes delivered strong results, including a significant increase in visitors reaching the next stage of the mortgage journey, a lift in visitor-to-application completion on the mobile savings hub, and improved application rates on the youth savings page, creating substantial value at high traffic volumes.

NatWest

Ollie Mitchell

CRO Manager