I like the hot coral lozenge (?) with account details. But it invites questions:
How well will this work in light mode? Would the colour change?
Is this horizontally swipeable to move through connected accounts or would it be a vertical stack - or don’t we see them here?
How does this work for a multiple account view? I think it’s important that we have a macro view of our finances on this screen, so all pots/accounts etc together.
I hope that we can configure this to show budgeting (safe/free/left to spend etc).
Some other wider thoughts:
There’s no search button! (I know that this probably needs more work, but is super important).
I really like the quick action ellipsis on the account lozenge thing. I hope we have something similar for pots so we can quickly move money between them.
I’d like the Pulse from Trends up top! But that’ll only really work when you can better predict income and future transactions. And, of course, effectively aggregate accounts.
I’m slightly disappointed that we still have the four standard tabs. Hopefully they’ll be rethought (I’d think about changing Help to Search, I think).
the action ellipsis (…) next to the Netflix transaction intrigues me (I’m presuming it’s a mistake) [edit: it’s an active card check - it’s the control to remove it from the feed ]
More to come. But super keen for this.
Edit: the dash/dot between the “POTS” title and the subtotal made me think that it was a negative balance. Which I don’t think is right.
So there are other ways of having prominent support (I’ve mocked some up before, have a search).
But, frankly, the biggest issue is not being able to contact support. The help tab is fine, but hiding the contact button has never been the right thing to do for customers. But that doesn’t necessarily need a tab.
But then makes it easy for the people to contact instead of looking themselves (for the most part).
From the above shot, it looks like it’s been made easier to make contact (probably some fca intervention to make it easy).
Search should remain within help if it’s help related, and also within transactions if transaction related.
Having an open search function that could and would search anything and everything like a Google, would probably require too much work to merge everything to one place, or cause more hassle than its worth.
You’re talking past me. I’m not denying that happens. I’m saying that companies need to deal with that as a reality, rather than wish it wasn’t the case.
You can try nudging folk, but ultimately it’s the cost of doing business.
They do, by providing sufficient search functionality to a self help service which has almost all answers and doesn’t cost the business anything.
The costs come in when people message about stuff that can be found by searching, having to wait and cause unnecessary further waits for themselves and others which also costs the business, when in reality it could’ve all been saved if said customer just looked.
I get it sometimes some answers can’t be found, but when people just head to help and then search how to contact, it just adds to the problem.
People are lazy. Putting help front and centre makes then lazier. But the solution isn’t/shouldn’t be hiding the help.
I haven’t used the chat in a long time, but when @Peter_G did recently he shared the screenshots of the options and it seems better than it used to be where you freetype. I don’t know how deep this goes but really it should be guiding people to options, that if you say it’s about a card, then lost card, that you reorder, not talk to someone. But if it’s “something else” along comes someone.
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Anarchist
(Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)
62
But we know that people aren’t like that, and Monzo knows that people aren’t like that.
The answer isn’t making it even easier for people to contact though. I’m not saying it’s needs to be harder either, but a guide through all the channels before hitting that direct contact point is better.
They were trialling this, and had multiple options to tap through to see if the problem could’ve been resolved before speaking to someone and I’m sure it was working well. Only a small group had it enables though.
Anarchist
(Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)
66
I disagree. I think that is the answer. I know that it creates a new problem (customers using the facility), but I expect it to be easy to to contact a person at a bank.
As an example, I wanted to chat with someone last month only to discover that it is now even harder to find a way to do this than it used to be. Several minutes of punching my way through different nodes on the map only to find myself dumped unceremoniously back at the beginning (basically “Do you want to chat with someone?” “Yes” - answer a load of questions to be asked “Do you want to chat with someone?” Etc etc).
It ain’t good enough, and a button at the front would be better (more expensive, but better).
Indeed. As I say, it’s the cost of doing business.
By all means, make self service easier for me and more contextually aware. But if I need to speak to someone I need to be able to do that quickly and easily.
It depends what you were searching for and if the options that came up weren’t suitable, then by all means drive it through to a person having tapped something that said “not relevant”.
Guess it comes down to those who want to bother, or just can’t be bothered and want people to do things for them.
Having said that, I don’t mean every single thing, as some queries will be complex and require human intervention, financial difficulties let’s say, or TRN ARN stuff we can’t get ourselves.
The amount of times I seen “how can I add money to my card” or similar is just ridiculous.
So I agree if it’s not something that people can’t action themselves. Fine. But experience from running those chats, people need pushing to help sections first before human intervention is required, to send them a message that is also visible in the help function on how to do stuff.
Thus meaning human contact is not always required and should be a last resort.
Anarchist
(Press ‘Help’ search ‘Contact us’ or email help@monzo.com or call 0800 802 1281)
69
If only that always worked!
Customer support should be there to support all customers equally, those who choose the self support maze, and those who choose chat. As it stands, those who choose chat are getting a raw deal.
I do see it from a Monzo point of view too. Look how many threads are started here each week that typing the title into Google would solve. But people are lazy and want someone else to answer it for them. That’s the cost of being a bank.
(I’d think about changing Help to Search, I think).
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