Nedbank Business Hub (NBH) App Launch
2024
Client
Nedbank Business Hub
Project at a glance
Role: UX content, Design, Strategy, Stakeholder engagement
Product: Nedbank Business Hub (NBH) app
Focus: Mobile launch, cross-channel journeys, self-service and servicing clarity
Scope: Business banking journeys, interaction content, decision support, feedback states and reusable UX
patterns
Overview
NBH is Nedbank’s digital banking ecosystem for business and corporate clients. I worked on the launch of the NBH app and the evolution of the existing web experience, helping create a more coherent cross-channel product that could better support self-service, reduce friction in complex tasks and scale across markets.
The Challenge
- Key servicing journeys were disconnected across systems and channels, with limited end-to-end continuity.
- Users needed clearer guidance, feedback and recovery support during complex, high-stakes banking tasks.
- Manual and assisted behaviour persisted despite growing digital usage and self-service ambitions.
- The platform needed to shift from a feature-led structure to journeys shaped around tasks and user needs.
My Role
As Senior UX Content Designer, I used content as part of the design process to help shape journeys, clarify complex tasks and improve confidence across web and app.
- Defined content across end-to-end journeys, interaction points and decision moments to improve comprehension and task completion.
- Worked closely with UX Designers, Design Leads, Product Owners and the CX team to align content with flow structure and system behaviour.
- Contributed to the launch of the NBH app as a net-new product while helping strengthen the broader web experience.
- Ensured content worked consistently across channels and reusable components, from labels and CTAs to alerts, forms and feedback states.
Approach
- Designed for mobile behaviour by optimising content for smaller screens, faster scanning and clearer actions.
- Strengthened continuity across web and app so journeys felt more connected and less fragmented.
- Added clearer guidance at critical moments through helper text, tooltips, error messages, modals and success states.
- Aligned content to reusable design system patterns to improve consistency, trust and scalability.
Strategic Decisions
Used content to shape journeys, not just screens
I treated content as part of experience design, influencing sequencing, labels, flow logic and action pathways so users could move through tasks with less hesitation.
Designed better support at critical moments
Interaction-level content clarified requirements, explained system responses and gave users clearer recovery paths when something went wrong.
Supported high-stakes decisions
For approvals, payments and submissions, I made statuses, consequences and next steps easier to understand at the point of action.
Reduced jargon and friction
I simplified banking language and strengthened next-step guidance, so users knew what to do, what to expect and what they needed to prepare.
Strengthened cross-channel consistency
Reusable content patterns helped the product feel more coherent across web and app, while supporting future scale.
The Outcome
The work helped strengthen NBH as a more connected digital banking ecosystem, supporting adoption, self-service, client experience and platform reliability.
- 114k+ users actively using the NBH app.
- Self-service adoption: 75% BCB | 49% CIB | 48% RRB.
- Client sentiment: CSAT 78% (+3%) and GMS 91% (+1%).
- Usage: 1.5 million logins and 54k unique users.
- The product was positioned to support rollout beyond South Africa across Nedbank’s broader African footprint.
Reflection
This project reinforced that strong UX writing is not only about making screens clearer. In complex banking journeys, content helps shape flow structure, support decisions and create continuity across a wider product ecosystem.
NBH App Self-service Adoption
75
%
BCB
49
%
CIB
48
%
RRB
Awards
Nedbank Business Hub App
Digital Banker Middle East and Africa Innovation Awards
Outstanding Digital Transformation
2025
Explore More Work
Nedbank API Marketplace
Nedbank API Marketplace
Nedbank CIB MVP
Nedbank CIB MVP
Nedbank Greenbacks Rewards 2.0
Nedbank Greenbacks Rewards 2.0
Nedbank Reimagine MVPs
Nedbank Reimagine MVPs
Old Mutual Website
Old Mutual Website
Russell Hobbs
Russell Hobbs
Sun International with Charlize Theron
Sun International with Charlize Theron
Absa Fixed Deposit
Absa Fixed Deposit
Absa Premium Banking
Absa Premium Banking
Absa Wealth