Firstly, this is excellent. Thanks so much for sharing.
A few thoughts:
The design and the concept of testimonies are all excellent
I did wonder if the copy at the top (under “Time to Go Full Monzo”) did perhaps underplay things. It’s right (I think) to highlight get paid early, but there’s nothing about being a real, proper, bank or the benefits of seeing DDs early etc.
The journey itself is excellent, but I was left wondering if a demo / video of what folk could see if they were Full Monzo might be enticing?
And then I was left wondering a bit about “Full Monzo” itself. We use it a lot (obvs) but I’m not sure if general folk really get it. If you’ve done any user research on it (and can share) that would be super interesting!
Nice shout on the CASS/testimonial thing – I’m sure we can find one that mentions CASS and/or Direct Debits being carried over.
Correct. I had initially called it out like you suggest but I couldn’t find a very neat solution to it. Let me go back and take another look – thanks!
Ah yes, so this is actually something I neglected to mention in my first post this morning. This prototype covers starting your switch. It doesn’t show you what happens post-switch.
For that stage of the process we have some really nice designs with contextual updates on what’s happening and progress bars and step indicators etc. Let me see if we can get that into a shareable state and maybe I’ll come back with something next week.
I say next week because I’d need design support for that and until then, I have none.
The initial benefit-led messaging is one of the things I’m most interested in testing next week. I wanna see how people react to the information we’ve given them. Is it enticing, is there enough of it, does it address the right pain points? All that good stuff.
I’m basically hedging that Paid Early will be a big draw. I expect it will be for some, but for others I’m sure the proper bank thing will be more appealing, as you say.
Another aspect that I’m personally very intrigued by. I’ve always felt there’s something quite powerful about branding the moment you move over to Monzo. It really is a big moment for people and packaging it up as ‘something’ feels, at least to me, to be appropriate for the occasion.
‘Going full Monzo’ is what we’ve used in the past and I think it still works. You’re right that it means more to fans than it does the average customer but I’d be keen to change that. Fixing the flow is Step 1. Once we’ve done that I’d like to invest time and effort into the marketing and comms. And I see ‘full Monzo’ being a part of that.
No research on this that I know of but user research next week should shed some light on how well the message lands
What would going ‘full Monzo’ really mean?
As much as I enjoy Monzo, and recently switched to it as my main (i.e. salary-accepting) bank, it may not be realistic to imply someone can use ‘only’ Monzo (if that’s what ‘full’ means), as people will still want to use credit cards, loans and joint accounts elsewhere, as well as current accounts with cashback and whatnot.
I think this was in the back of my head when I asked the question.
A while back, I remember a discussion where some folk thought “full Monzo” meant to the exclusion of every other bank. When (I think) we’re actually using it here to just mean “primary bank account” (where salary comes into and bills are paid out of).
Is the Figma prototype a rendering of the actual code or “code” that is on a path to going into the app, or is it an evolving design that once complete will have to be reimplemented?
Forgive me if I’ve misunderstood your question but right now it’s just a design vision.
Our engineers have given us a rough estimate of how long it’ll take to build but there’s no code associated with what you’re seeing in the prototype yet.
One thing that could be interesting here is some stats - “you’re joining over x users who use Monzo as their main bank” “Our saving rates are on average x percent higher” etc.
Things that really compel the user to really switch away from other banks as their main account. It could be interspersed with real life people that have done this.
Also with regards to the reviews section, I wouldn’t be enticed if I just knew I am joining x number of people who use Monzo, but I would like to know why they did so.
Perhaps there should be a campaign where they get customers (for a small gift, perhaps 1 or 2 months free Plus or something?) to write a blurb starting with “I went full Monzo because…”, or even shoot a short video about it (I’d need a bigger gift for that though )
When I first started exploring Monzo I did so because I do that with every new thing I find under the sun, but I’d still have liked to read/hear someone say why they ditched their old bank, as it might resonate with my own requirements/reasons.
Thanks Max, that’s an answer to my question. I barely ever touch UX, mainly doing the equivalent of backend work, so this might all be long established!
First time I’ve seen Figma, which looks very impressive, but a design flow you can click through seems a bit tantalisingly close to the real thing while not being
Errors potentially creeping in when it has to be reimplemented in Kotlin and Swift seems like a gap in the process/market, but it is what it is
Actually from my personal experience tools like Figma reduce errors interestingly as you only build what you use and (and I might be wrong in this) you can I think map it back to Swift etc to bridge the gap between code and UX
Thanks so much for all your feedback on the switching experience - it’s been so helpful and we really appreciate it
We did some user research on this topic and thought you might be interested to hear what we found. We spoke to some new Monzo customers about how they manage multiple current accounts, and showed them the switching prototype that @maxwhite shared before.
Here’s some of our key takeaways:
Overall the journey was easy to follow and understand, with just a couple of UI tweaks
Awareness of a switching service was low and many thought it’d be a manual process
We could do more to sell the general benefits of Monzo within the switch journey
We could surface some of the switch guarantee information earlier in the process
We also identified some potential barriers to switching:
A feeling of safety and attachment to the other bank
Worries about credit score being affected
Getting easy access to other financial products from the other bank
Next up we’ll be iterating on the prototype based on the findings, and we may look to explore some of the other themes with further research
As I’m currently doing all the switches to try and get some money, it’s shocking how little detail you get once you’ve pressed “Go”
I did Starling > FD. FD wrote to me. Nothing in the app at all.
Now doing FD > Lloyds. Lloyds have text me twice. But nothing in the app to show any progress.
Even if there was something like the fake Dominos pizza tracker. “You’re at the ‘waiting for the bank do it’ stage” that’s fine, just something so I know. “Got your details” “Getting it ready” “Nearly there” and if they move on day 1, day 4, and then on Switch Eve, you get to the “Nearly there” stage.
Sorry they’re screenshots but this is a basic look at what we’re hoping to do. These designs aren’t as polished as the ones we showed you for starting a switch, but you get the idea.
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Overall the journey was easy to follow and understand, with just a couple of UI tweaks
Awareness of a switching service was low and many thought it’d be a manual process
We could do more to sell the general benefits of Monzo within the switch journey
We could surface some of the switch guarantee information earlier in the process
