Just onboarded and in the spirit of offering feedback that may (I hope) be useful…
overall, a very positive experience with a bit more polish than I expected
like most humans interacting with a screen, I scan read and probably pushed buttons a little too quickly. But in so doing, I got myself a bit confused. At one stage in the onboarding, I saw a set of digits that I expected to use later in the flow, but didn’t seem to need them in the end. Left me kind of wondering if I’d done something wrong
UX was nice though - fun mix of animations and pretty clear, sharp copy
ID verification - the video felt a bit weird and there’s no indication of what it’s actually for as far as I saw. Be curious to know what its practical application is.
Verification was at the 24 hours end of the time range for me, not sure why. But that was fine.
Card has arrived very quickly (second working day after verification complete), so nice one. Packaging cool and nicely presented
good to see the sort code and account number nice and prominent after signing in properly for the first time (and the sort code is kind of fun for palindrome fans!). Wouldn’t have minded having it earlier though. so as to be able to set up incoming payments in advance
set up a first payment in (from Lloyds) - notification it arrived a couple of seconds before the text from Lloyds confirming the new payee. So nice one again!
Promising early start for a preview, all told. Now to start using the card and account properly…
I found the onboarding pretty seamless, despite the ropey photograph on my driving license that barely looks like me… My card is on its way, apparently.
It’ll potentially be used for ID verification again in the future. If you need to confirm that you are who you say you are for any reason, Monzo can just get you to record another video & compare it to the 1st.
Why a video? Because it’s much harder to copy than a photo
Do wonder if a few simple words to that effect may be worth adding to the flow somewhere. Not a deal breaker, but it did feel a little unusual to me without knowing the ‘why’.
Also with mine, it obviously came with a new PIN via text, but I didn’t have chance to chanfe it for a few days. The problem is it changed the PIN on my prepaid card as well which I didn’t realise and had the card declined a few times before I realised what had happened.
I know monzo are still working on the linking but think this is a glitch they need to address.
My wife had problems. She got the email but missed the download links at the bottom.
Then got an email saying she hadn’t completed the signup via mobile - which confused her as she had signed up by mobile and had an email confirming! This needs to say something like ‘you haven’t downloaded and run the app’.
Now she’s trying to get photo ID, which is a long process (~21 days for a provisional license, assuming we can find/bribe someone to countersign the forms… passport is out due to cost) so we’re hoping it doesn’t time out.
Here is my experience with the onboarding process:
opening magic link makes you restart the process if you stepped back
“I don’t have my passport with me” should be just “passport” or “other document”, it feels like something bad happens if I don’t have it, ie. it could be clearer what further options one has past that step.
opening notification after verification completed is slow, one’s not sure if something is happening at all
