This white paper gives technology strategists and 
leaders in capital markets the opportunity to explore and address the importance of user experience in omni-channel systems. It argues the competitive advantage to be gained by exceeding customers’ expectations in this way.


  • The key ways to tackle the ‘platform explosion’
  • The first step towards creating an omni-channel experience
  • A design strategy based around user contexts that shifts development focus from technology onto the users
  • The technical strategy that can support an omni-channel experience


nick-barker.png"It is critical that we put the interests of our clients first and allow them to choose how they digitally interact with RBS. The interaction should be as technically frictionless as possible so that our clients can perform the tasks that they need to, and want to, without technology getting in the way"

Nick Barker, Head of Electronic Distribution Products, CIB at RBS