Skip to main content
UX Content
  • Case Studies
  • UX Bites
  • Cheatsheets
  • Psychology
BFM+
  • Instant Feedback
  • MCP
  • Figma Plugin
  • Tiers & pricing
  • Free newsletter
  • Log in
Other
  • Archive
  • About
  • Help
  • Changelog
Services
UX audits

A complete audit of your user experience, delivered in a format that you can't ignore.

Book an audit

Built for Mars Ltd is a company registered in England and Wales (Company No. 12731987).

Account
  • Log inAccess your library and activities
  • SubscribeUnlock all features and access to the library
Learn from the best companies in the world

A library of content that even non-designers find interesting.

Subscribe todaySubscribe today
Structured learning
  • UX BootcampEnroll in a 5-week bootcamp
  • PathwaysCreate custom learning Pathways to work towards any goal, industry or topic
  • CollectionsBrowse Case Studies by key topics
  • QuizzesTest your knowledge
Explore the library
  • Case StudiesSlideshows that are packed with research
  • UX BitesReal examples of design magic
  • CheatsheetsQuickly level up in a particular area
  • Product PsychologyLearn the essentials
  • NewsletterGet research straight to your inbox
  • CompaniesBrowse by company
Learn from the best companies in the world

A library of content that even non-designers find interesting.

Subscribe todaySubscribe today
Tools to help you
  • AI InsightsUpload screenshots of your design, and get instant feedback from our AI
  • MCPAccess the entire library from your favourite agent
  • Figma pluginAccess our AI tools, and our entire library, directly from Figma
One-to-one help
  • UX AuditsThe fast-track for growth
Includes tools that help you ship better products

Learning never stops, but sometimes you need a little more.

Subscribe todaySubscribe today
Log inSubscribe today
Home
Company
First Direct
First Direct

First Direct

Mobile banking

First Direct is one of 12 UK banks in our case studies, benchmarked on account opening, payments, card freezing and support, then re-tested 900 days later.

Key takeaways from 9 Case Studies

  • Account opening was measured in days and clicks, where challengers beat the legacy banks

  • Card freezing shows the cost of burying an urgent, high-anxiety action deep in an app

  • Re-benchmarking 900 days later exposes where payments and support stayed shallow

Similar companies:

Finance
Nationwide logo
Nationwide
Robinhood logo
Robinhood
Lemonade logo
Lemonade
Radicant logo
Radicant
Chase Bank logo
Chase Bank
Last updated: 27/08/2026

UX Case Studies

Case Study:
Monzo logoRevolut logoStarling logo+9 more

8 mins

Payments: slow and shallow experiences

Monzo large logo
Subscribe to unlock
Preview
Case Study:
Monzo logoRevolut logoStarling logo+9 more

21 mins

The hidden complexity of bank cards

Revolut logo
Subscribe to unlock
Preview
Case Study:
Monzo logoRevolut logoStarling logo+9 more

8 mins

900 days of progress

Starling
Subscribe to unlock
Preview
Case Study:
Monzo logoRevolut logoStarling logo+9 more

11 mins

Customer support

Starling
Subscribe to unlock
Preview
Case Study:
Monzo logoRevolut logoStarling logo+9 more

12 mins

Open Banking

Barclays
Subscribe to unlock
Preview
Case Study:
Monzo logoRevolut logoStarling logo+9 more

14 mins

Making an international payment

Santander
Subscribe to unlock
Preview
Case Study:
Monzo logoRevolut logoStarling logo+9 more

11 mins

Freezing my card

Nationwide
Subscribe to unlock
Preview
Case Study:
Monzo logoRevolut logoStarling logo+9 more

14 mins

Making my first payment

Revolut logo
Subscribe to unlock
Preview
Case Study:
Monzo logoRevolut logoStarling logo+9 more

15 mins

Opening 12 bank accounts

Monzo large logo
Subscribe to unlock
Preview
Brand logo. A single bold letter "S" on a plain background, with no interface, controls or screen content shown.App icon or splash screen showing the brand's stylised letter "M" logo on its own, with no other interface elements, buttons or text visible.

There are more than 1400 UX Bites like this

Subscribe to BFM+

If features can be coded in minutes, thoughtful design is what wins

  • Unlock the entire library
  • Create custom UX courses
  • Access our AI tools
£8/monthbilled annually
See the benefits
or, wait for the free stuff

Join the free newsletter

Get the free content when it's released, straight to your inbox, no account required

"An exceptional resource for learning how to build habit-forming products that people love."

Author portrait. A smiling speaker wearing a headset microphone, shown alongside the cover of the book "HOOKED: How to Build Habit-Forming Products", used to introduce the author or a feature on habit-forming product design.
Nir EyalAuthor of Hooked

"I’d never met anybody who looks at usability and UX the way I do until I met Peter. Only he’s smarter."

Author portrait. A usability expert is shown with the cover of his book "DON'T MAKE ME THINK revisited", subtitled "A Common Sense Approach to Web and Mobile Usability", a classic reference on intuitive interface design.
Steve KrugAuthor of Don't Make Me Think

"The completest view of the psychological underpinnings of human behaviour that I’ve ever seen."

Profile image. A circular headshot of a smiling man with two overlapping company logo badges, indicating the organisations he is associated with, as used for speaker, testimonial or team member introductions.
Bing GordonKleiner Perkins & EA

"What a nice idea! Christopher Alexander would be proud to see patterns collected like this."

Profile image. A circular headshot of a person with two app icon badges overlapping the corner, linking the person to the apps they're associated with.
DHHHey! & Basecamp