App Evolution (new look Monzo app): Feedback Megathread 📣

[caribo]

Yes, it’s verbiage; your version is much more informative!

[Lewis730 (Lewis)]

@yatin

My mum uses Monzo as her main account (in her late 60’s) - and she’ll hate this. What steps have been taken to make the transition easier for this cohort of customers? It’s taken her 8 months to get comfortable, and now it changes.

How many cards/accounts does she have? If only the one main account then there’s a chance this won’t feel tooo different, the only difference will be she’ll have to click ‘see more’ on the transaction list. Her card will still be at the top, and the transactions below it?

[o99]

@yatin

My mum uses Monzo as her main account (in her late 60’s) - and she’ll hate this. What steps have been taken to make the transition easier for this cohort of customers? It’s taken her 8 months to get comfortable, and now it changes.

My mum (who is of similar age) didn’t even notice the change in interface when she was moved over to the new home feed a few weeks ago (she wouldn’t have gone into labs to activate it herself). It was only when she tried the “add money” button, got a bit confused by it and asked me for help**, that she became aware the whole home interface had changed (because at that point I noticed and told her it was new). I think many (perhaps most) people don’t pay as much attention to interface changes as most of us on here.

** Regarding the add money button; I think its a poor choice that it takes you to a screen which makes the assumption that you want to make a transfer via open banking. It should first take you the existing “other ways to add money” screen with open banking transfer as an option in this list. That would provide much better context for transfers via open banking and would avoid the other options being buried.

[HB (Harry)]

Hi Sacha! Are you on iOS by any chance? There’s a slightly different behaviour on iOS than Android that means the info truncates rather than follows onto a new line. This is a wider behaviour that is being fixed in iOS in the next month or so

I agree with you that the reminder should be enough for most folks (we send this via a push notification and what we call a “carousel” in-app), but we’re conscious that some people (especially on iOS) don’t have push notifications enabled and the carousel may be missed when there’s multiple Monzo-wider alerts happening at the same time.

Just for your context, this is what’s shown depending on your situation:

• if reminder set: Deal end reminder on Jun 2023
• if reminder isn’t set: Current deal ends Aug 2025
• if deal ended: Deal ended Jun 2022

In short: we’re already exploring more elegant/dynamic ways to handle this but truncation also should be resolved pretty soon too!

You can also normally find me hanging out on our Mortgage in Monzo Community page - we’ve got some really cool stuff coming up!

[monzo2018]

Overall I’m enjoying the new Home screen, definitely think it’s moving in the right direction, so thanks to all that have put in a lot of work on this

A few bits I’m hoping can be improved still:

• I miss the left to spend bar with the green/amber/red line and the indicator of where you are in the pay period. The left to spend Spotlight doesn’t give any indication of how you’re doing and if it did, I’d want it pinned on the Home screen rather than having to pull down to see it.

• Similar to the last point - I really miss the Summary circle (I know I can still get to it for the time being, but it’s more clicks away and will be gone shortly no doubt).
  I’ve mentioned this before but it really pushed me to curb spending with its growing estimate of what I could be left with at the end up the month when I wasn’t spending needlessly. Trends doesn’t do the same thing for me, and also the Summary circle worked without having to set any budget or target, which is my preference.
  I’ve found since switching to the new Home screen a few months ago, my spending has gone up because I’m not keeping an eye on it as easily as I was before with the 2 features mentioned.

• A few things with pots. First one, and this a bit of an ongoing pain point for me - the pots custom image alignment tool on iOS is just not fit for purpose. The alignment tool is square, which always caused problems when pot images were rectangular, so you’d think now that pot images were square it would be better… but it’s even worse. The tool still crops a rectangular image, and what you are left with crops off half of what you wanted as your pot picture please please fix this

• I’m glad we can swipe between pots again - but even on an iPhone 14 Pro with latest Monzo app version and iOS version (no beta software) swiping between pots is a bit janky, nowhere near as smooth as I would expect.

• In the pot details screen, i still feel like the pot name and pot type are crammed together at the top. I don’t think the pot type needs to be there.
  Also the savings goal would be better higher up the page a bit I think, nearer the pot value, and I think it takes up a bit too much space at the mo.

[reach4thelasers]

Is there a plan to get feedback from ordinary users about the new Home Screen? No offence but this thread is full of fanboys and fangirls who clearly hang out on these forums on a daily basis and probably have multiple types of monzo accounts and use every feature Monzo has available and see every change as a new toy to play with.

As an ordinary user I don’t like the new Home Screen for the following reasons:

• I only have one account.

I can totally see the value of those who have a credit card, business account, flex account, loan etc. being able to see a summary of all accounts, and choose what one they want to manage, but for someone with a single account (me and 95% of Monzo customers) this new Home Screen is an inferior “pre-home-screen” in front of the main Home Screen. It adds no value for me. In fact a lot is taken away. For example:

• only 4 transactions visible.

When I log in, I’m faced with the card/balance summary above for my single card. And 4 transactions below, titled “activity”. The primary reason I log in is to view transactions. This is this now an extra tap away with the “see all” button. It’s just pointless that the information for my single account is now an extra tap away.

• it not obvious that I can tap my summary card

The summary card at the top (the contracted version of my payment card that shows balances (has “add money” “card” and “…” buttons. It took me about 2 days to realise that I could ignore the buttons and just tap on the card to get into the old UI. I’m a software engineer for a living so I’m not a novice with apps etc. But if it took me a while to realise I could tap on the card, how long will it take for my 70 year old mother and the generally less-technical monzo user? It’s just not clear from a UI perspective that this element can be tapped on aside from the aforementioned buttons.

• no sign that my card is frozen

I keep my card frozen a lot. One thing that happens to me a lot is I get declined at the supermarket because it’s frozen. When the checkout assistant tells me it’s declined there is a panic to open the app and see what’s wrong. The old app I was immediately faced with a picture of a card covered in frost. With a “defrost” button prominent. So it was very obvious what the problem is and how to fix it. This is now gone there’s no sign my card is frozen so in this highly stressful situation when you’re at the checkout with a queue of customers waiting for you to resolve things it’s not clear what to do.

• pots and virtual cards promoted to Home Screen.

Scrolling down on homescreen now reveals pots and virtual cards rather than more transactions. Pots/vCards are “occasional use” things. I understand from reading some information above that the monzo team wants to promote use of these things but I don’t think that transactions should have been bumped to a sub screen and these things thrust to the front. Surely there’s a better way to educate users on how to use these? Honestly I use these things maybe once every few months.

For my personal use case there is literally NOTHING of value I can see in this Home Screen for me. I hate it. It is bitterly disappointing. And I think the vast majority of ordinary users will agree with my opinion because they have the same use-case. A single account and basic needs. For the majority of users there is zero value in this new home-screen. It is an enhancement for the 5%(or less?) who have multiple accounts.

The old screen was perfect. The main account front and centre and the ability to slide left to other accounts/pots/virtual cards.

Here’s an idea. Pause the rollout and do something in the app that lets ordinary users who have received the new home-screen give feedback.

I think it’s important that Monzo gets feedback from ordinary users beyond the fanboys and fangirls who hang out on these forums.

Alternatively make it optional. Or a default only for those who have multiple accounts.

[sacha]

I’m not sure someone keeping their card frozen most of the time is a typical customer for which Monzo should be designing their new format with in mind?

I can see the benefit of having an expanded transactions list option. Even if it’s in a block, there could be an option to display the most recent 4, 7 or 10 transactions say?

[BurnyCubbers77 (Burny 🌈)]

@reach4thelasers

no sign that my card is frozen

I do agree with this. While your use case is rather unique (not sure why you would need your card frozen almost all the time), I do think having something on the main screen to show the card is frozen would be a benefit.
I doubt Monzo will go back to showing the entire card frosted in the home screen (they do if you tap “card” though) to keep things uniform, having some text or an icon to show the card is frozen would be nice to see.

[Revels]

@reach4thelasers

I think it’s important that Monzo gets feedback from ordinary users beyond the fanboys and fangirls who hang out on these forums.

Trying to belittle the opinions of people as fanpeople really undermines what a thorough and detailed post you’ve made. Yes, lots of people use these forums every day and like the new layout. Lots of people (including myself) didn’t like it to start with, but 8 months later, feel a lot different.

Monzo does not just listen to the community, they listen to their millions of customers, otherwise the app would be a right mess fit for a handful and not the masses.

@reach4thelasers

Alternatively make it optional. Or a default only for those who have multiple accounts.

This will not happen.

@reach4thelasers

For my personal use case there is literally NOTHING of value I can see in this Home Screen for me. I hate it. It is bitterly disappointing. And I think the vast majority of ordinary users will agree with my opinion because they have the same use-case. A single account and basic needs. For the majority of users there is zero value in this new home-screen. It is an enhancement for the 5%(or less?) who have multiple accounts.

What research have you done? Have you spoken to customers?

Just because you don’t like it that doesn’t mean that others won’t. Plucking percentages out of thin air doesn’t make any difference either

At least this post is better than your tantrum from the other day.

[reach4thelasers]

@sacha

I’m not sure someone keeping their card frozen most of the time is a typical customer for which Monzo should be designing their new format with in mind?

I’m not sure if you realise, but there’s a cost of living crisis at the moment. My mortgage payments have gone up by over £1000 per month in the last year and a half. Everything is more expensive from food, utilities. Sometimes I don’t have a lot of money left at the end of the month. A lot of people are in the same boat. I keep my card frozen so that I make sure I don’t have unexpected surprises and I have enough money left. For example a £95 annual amazon prime payment was attempted last week. Thank goodness my account was frozen, I was able to switch my Prime subscription to monthly until things are a little easier.

So I’m sorry if you think I should be a low-priority customer for Monzo, but my situation is the situation the majority of people are in. Its a bit snobbish to claim that because I freeze my card my I’m an unimportant customer.

[reach4thelasers]

@michaelw90

Just to add there should be a “Give us feedback” button on the home screen - do you not see it?

I did see that button, and I tapped it. But none of the categories seemed relevant.

[tdevx (Taylor [#161])]

+1 for seeing the frosted card effect on the new home screen

[reach4thelasers]

@Revels

Trying to belittle the opinions of people as fanpeople really undermines what a thorough and detailed post you’ve made.

No shame in being a fanboy/fangirl. That’s clearly what you are. This is not belittling. I consider myself an Apple fanboy. I get the beta version of every new iOS version before the final release is made.

Big deal.

But not a “typical” user, that’s all.

@Revels

What research have you done? Have you spoken to customers?

No. I’m absolutely presuming that the majority of users are like me and only have a single account. I don’t know the actual percentages or if this is even a correct assumption. Maybe I’m wrong about this and the majority of Monzo users have multiple accounts. I just worry that this feature has been targeted at people who have multiple accounts. I presume thats a significant minority, but could be wrong.

[Revels]

@reach4thelasers

But not a “typical” user, that’s all.

Why not? Do you know what accounts/products from Monzo I have?

Using the forum <> Having every product/account

[tdevx (Taylor [#161])]

@npc_06

maybe a snowflake in the corner

We should not settle for anything less than we deserve.. The frosty card in all it’s glory

[BurnyCubbers77 (Burny 🌈)]

@BurnyCubbers77

I doubt Monzo will go back to showing the entire card frosted in the home screen

@npc_06

maybe a snowflake in the corner

@tdevx

The frosty card in all it’s glory

I do want the fully frosted card look too, but a snowflake would make it more subtle.
Down to preference I guess.

[sacha]

Fair enough if keeping it frozen works for you, but I’m sure Monzo will have the numbers on the proportion of their customer base that do this and if it was a widespread behaviour they would have incorporated it into the new design.

Attacking those you disagree with as snobs does you no favours. I actually agree with others that Monzo could make it easier to show if a card is frozen, perhaps by showing the frozen element on the cards at the top of the screen.

[reach4thelasers]

@michaelw90

To clarify, they did scroll down, they saw it, and ignored the option for “Something Else”, and then complained there was no way to give feedback, despite seeing there was a way to give feedback.

Firstly, the feedback page asks “What were you trying to do on the home screen?”. I saw “something else” but in the context of the question and the other options just wasn’t confident that “Something else” would get my feedback seen by the appropriate person. The other things were about making transfers, using features, getting overdraft, getting help.

I wasn’t trying to do anything. None of those things, and not “Something else”. I just don’t like the new feature.

Secondly there was a notice above saying “this feedback isn’t monitored”. So didn’t see the point.

[reach4thelasers]

@sacha

Fair enough if keeping it frozen works for you, but I’m sure Monzo will have the numbers on the proportion of their customer base that so this and if it was a widespread behaviour they would have incorporated it into the new design.

Monzo incorporates features like projecting how much money we are likely to have left left over until the end of the month. Mine is negative and I think a lot of people are in the same boat in the current climate. Its a cost of living crisis. Doesn’t sound like you’re affected. Most people are.

What would you do in this situation where your projected balance is negative? I choose to keep my card frozen so that nothing unexpected can come off my card. That’s just how I try to get control of things and make sure I have enough money for essentials. Surely this is a valid and fairly typical use for the “frozen” feature?

[sacha]

Just a thought, have you reviewed your payments for the last year and marked all the subscriptions as recurring? I do that, even for annual expenses and it makes it much easier to track what I’m subscribed to and cancel things I no longer need.

I set myself a budget as well. When I get paid I set money aside for bills and savings and then leave what I call “spending money” in my main account. If I underspend I save more or I spend more I can transfer from savings or use Flex as a short term cash smoothing measure.