Nationwide Building Society’s Later Life Lending suite sets new standard in mortgage options

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Nationwide Expands Digital Mortgage Access for People Over 55

Summary

In this customer story

Intro

Life after 55 can open up new plans. Committed to serving members through all stages of life, Nationwide wanted its mortgage options to reflect those changing needs. Working with Publicis Sapient, Nationwide created a first-of-its-kind service with its Later Life Lending product suite. The British financial institution gave members a simpler digital way to understand their choices while keeping specialist advice within reach. For people making big financial decisions later in life, that meant more choice, clearer information and reliable support built around where life was taking them next.

The Problem

One of the joys of retirement is finally having the time to take dream trips, help loved-ones financially, consolidate debt or make home improvements. Despite best efforts, however, some might not have enough cash on hand to capitalize on this freedom. To make matters worse, there aren’t many borrowing options for people 55 and over. For years, this underserved age group has been seeking options to access the value in their homes. Nationwide listened.

The Solution

Bringing together the latest technological capabilities and incisive strategies to enhance the customer’s experience, Publicis Sapient created a digital platform that executes and scales Nationwide’s three new later-life mortgage products: Retirement Capital and Interest, Retirement Interest Only and Lifetime. The platform enables Nationwide to present a holistic view of the member’s situation and options via an online app accessible to mortgage consultants who can provide advice to members based on their situation. The application is underpinned by an event-driven architecture, the first ever in Nationwide, that ensures reliability, resilience, availability and agility. Back-office processes were automated so business-operations teams could handle more cases.

The Impact

Later Life Lending streamlines the user experience while maintaining Nationwide’s human touch. This agile platform, which took Publicis Sapient only 10 months to build, opened a new revenue stream for Nationwide as well as empowering customers to make significant, informed financial decisions. Since the app’s launch, Nationwide has seen an increase in customers logging in to choose one of the three propositions available so they can access the value tied up in their home. Through this program, Nationwide has received around 32,000 inquiries and 7,686 mortgage applications. They have already helped 5,749 people get mortgages. The Later Life Lending suite has been described as “a benchmark for the industry” and “way ahead of the rest of the market” in the way it created a single process for all repayment types. The buzz reinforced Nationwide’s forward-thinking reputation.

" This partnership was truly an amazing triumph. Nationwide and Publicis Sapient brought together the latest technological capabilities, most incisive strategies and very best talent. Now we’re able to offer alternative options and enhanced experiences for our members in later life – all in record-breaking time. "
— Gary Badminton
Product Owner, Later Life Mortgages at Nationwide Building Society

Nationwide Building Society’s Later Life Lending suite sets new standard in mortgage options | Publicis Sapient