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Case Studies
Payments: slow and shallow experiences

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BFM+Exclusive

Payments: slow and shallow experiences

8 mins
about
MonzoRevolutStarling+9 more
from the UX of Banking
Monzo large logo
  • 1. Notification magic

I tapped my card, and watched in awe as the notification pinged, almost immediately. It felt like a superpower to see the payment confirmed on my iPhone, with a categorised emoji, before I'd even taken a step away from the checkout.

7 years have passed since then, and what once felt magical is now an expectation of the norm.

So, in 2023, have all of the other banks reached feature-parity? Is there any UX magic left to discover?

To answer this, I made hundreds of transactions, through a combination of controlled experiments (paying myself) and broad real-world usage (paying a variety of real merchants).

I can now demonstrate the high-street banks' lack of performance, and why their payment experiences feel shallow.

1. Notification magic

How long does it take, on average, for a payment notification to appear?

Avg. time for payment notifications to appear

2.95s
3.65s
3.83s
5.35s
11.01s
12.05s
15.68s
*120+
N/A
N/A
N/A

Seconds

Peter Ramsey, Built for Mars Founder

Written by Peter Ramsey

Consultant to 100+ companies

Published: 06/02/2023
Last edited: 01/04/2025

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