Great point about sample size! We spoke to these people (and more in the second round of usability testing) to discover the usability issues primarily so we’ve made many of the changes in order to make the flow easier for users to navigate and understand. We also conducted in-depth interviews with 26 of other Monzo customers about many more aspects, opinions and expectations towards ‘premium’ banking as well as surveying over 800 Plus customers and we certainly won’t be stopping there!
We always try to speak to a diverse sample when conducting research, with a variety of ages, income and employment status, amongst other things. The sample of people we spoke to during the usability testing were all similar in the way that they showed high-intent to signing up to Monzo Plus which is particularly important as we wanted to speak to people who are open to paying for a bank account.