I hope I’ve put this is an appropriate thread.
When organisations become very successful and large they often become stupid.
This has pretty much been my common experience as a consumer or employee for nearly 40 years and is particularly pronounced in the high street banks.
It’s also my experience that when this happens, most of the communication interfaces (in the widest sense) to the organisation become obtuse and punctuated by non sequiturs, and in an effort to streamline and “increase” already perfectly acceptable profits (often the primary or only measure of “success”) these interfaces seem to frequently be managed by the subset of the organization with the poorest communication and the least critical thinking, never fully user testing the interface nor understanding or believing the user’s experience from the outside.
I have higher hopes for Monzo, but without intentionality and persistence this organizational stupidity will in my opinion and that of others form pretty much automatically with significant growth.
My curious question is what do Monzo have in mind to mitigate this as they potentially one day encounter huge growth and success?
Maybe it’s just unavoidable or maybe this is just an autistic rant! Time Will tell.
If you feel this post is inappropriate or stupid please just ignore it.