Displaying previous references

Insights

• Cognitive Load is the working memory needed to complete a task. Starling only shows previous payment references after clicking the field, which keeps the UI clean and reduces mental effort for users.

• Anxiety is hesitation caused by uncertainty. By hiding reference suggestions until they’re needed, Starling reduces clutter and helps users feel more confident when filling out payment details.

• Framing is how information is presented to shape perception. Starling frames the reference field as simple and optional, which makes the process feel less daunting and more approachable.

• Monzo uses a similar technique, by pre-populating the reference field with 'Sent from Monzo.' Both Monzo and Starling help users avoid blank fields and reduce friction when making payments.

• Zettle adds a line of context to clarify that the customer name is only visible to the seller. Both Zettle and Starling use just-in-time context to ease user anxiety and improve input quality.