NAB updates its site and announces plans for further upgrades over the next few years on the heels of a review of its online foortprint last year.

Chris Smith, NAB's general manager for digital, says that the needs of customers have changed over the past decade. He says that the site has become a critical part of the company's customer service thrust because it attracts 3.5 million visitors a month.

The bank started seeking feedback from customers in December 2009. The feedback eventually convinced NAB to set up Twitter and Youtube accounts and update its Web site. The revamp was aimed at creating a simple layout that is easy to navigate and has an improved search function.

Smith adds that NAB did not use any new systems for the revamp, adding that the update will be implemented as part of the bank's core banking upgrade.

NAB had recently tapped Oracle to oversee its core systems overhaul. However, the company has not made comments on the progress of UBank, its new online banking arm.

Smith said that the new Web site's design and structure would be the basis for future upgrades over the next few years. However, he declined to give specifics on future upgrades, instead making a vague statement that NAB planned to add "more tools, resources and richer content."

However, Smith said that NAB aims to provide a "full e-tailing" experience through the Web site. He adds that, through the Web site, the bank hopes to provide an "interactive space where customers can find information and advice or apply for new products and services."