Company

Monzo

British banking

✌️

Case Studies

Why users are ignoring your features

Why users are ignoring your features

Simple techniques to increase feature usage, retention and ultimately alter how users perceive the value of your product.

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The (not so) subtle reason you hate chatbots
CHATBOTSCase Study

The (not so) subtle reason you hate chatbotsPreview this content

Virtual agents, decision trees and ChatGPT-powered conversations aren't exactly the future of customer service that we were promised.

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Payments: slow and shallow experiences
UX of BankingCase Study

Payments: slow and shallow experiencesPreview this content

Deconstructing the notion that these banks have feature parity in 2023.

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The hidden complexity of bank cards
UX of BankingCase Study

The hidden complexity of bank cardsPreview this content

Historically, bank cards were relatively simple rectangles of plastic. But not any more.

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900 days of progress
UX of BankingCase Study

900 days of progressPreview this content

A unique opportunity to revisit these 12 banks, re-benchmark them, and highlight what 900 days of progress looks like.

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Monzo vs Starling: Overdrafts
MONZO VS STARLINGCase Study

Monzo vs Starling: OverdraftsPreview this content

Their core products are incredibly strong, but the cracks start to appear when you get even deeper into their experiences.

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Customer support
UX of BankingCase Study

Customer supportPreview this content

There are some clear winners and losers here. But overall, the user experience of customer support is desperate for some innovation.

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Open Banking
UX of BankingCase Study

Open BankingPreview this content

Although the challenger banks were considerably faster, all of the banks could improve the experience of using Open Banking.

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Making an international payment
UX of BankingCase Study

Making an international paymentPreview this content

Quite clearly, if you want to make international payments frequently you have to use a challenger bank, or Barclays.

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Freezing my card
UX of BankingCase Study

Freezing my cardPreview this content

Whilst the challenger banks have made this feature more accessible, they had a poor overall experience. Barclays was considerably better.

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Making my first payment
UX of BankingCase Study

Making my first paymentPreview this content

With a few exceptions, there wasnt a huge variance in the amount of effort, or time taken to send a payment from any of the banks.

Opening 12 bank accounts
UX of BankingCase Study

Opening 12 bank accounts

The challenger banks were significantly quicker (in days) and required less effort (in clicks) to get an active account.

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How categories and tags on Monzo work

How categories and tags on Monzo workPreview this content

Their core product is often praised for being intuitive, but when you go a little deeper, does it give up any ground?

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UX Bites

A nudge that you're premium

A nudge that you're premium

After upgrading to a paid Monzo account, the logo on your card will have a gradient as a subtle reminder that you're on a premium experience.

Empty states can be personal

Empty states can be personal

The spending categories on Monzo have dynamic and themed empty states.

Unlocking better interest rates

Unlocking better interest rates

When upgrading Monzo, you'll see slightly modified content if you're boosting the interest rate in an existing savings pot, rather than a brand new one.

Onboarding the salary sorter

Onboarding the salary sorter

If Monzo predicts that a transaction is your salary, they'll show an inline prompt onboarding you to their "salary sorter" feature.

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Monzo's free replacement card

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Incorrect recipient details

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Monzo's interest pots

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Monzo raising payment limits

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Your direct debit is higher than usual

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FaceID reminder (great timing)

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Monzo's spooky payday interaction

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If we say we’re not talking to you, hang up

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Failed payment prevention

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