The Big Monzo Plus FAQ

[Ordog]

I’ve found the post so people can read it and it will hopefully save everyone from controversy

Monzo Plus – you asked us to make it simpler, so we’ve created bundles

Hi everyone, I’m Naomi, the User Researcher currently working on Monzo Plus. A few of you have asked for more information on the specific user research we did before launching bundles. So here’s a summary! Earlier this year, we explored the idea of a premium subscription service and asked you what you’d expect to find in one. We had an open thread and did a number of phone interviews with existing customers. Everyone we spoke to had a different idea of what they would want to see, depen…

This is what they found from their 5 testers:

The key insights from this session were:

1. Monzo Plus felt incomplete
2. Users don’t want to commit for 12 months
3. The entire flow was very confusing and overwhelming to users, most wouldn’t have successfully completed it in a real-life scenario
4. It wasn’t clear what the custom features were
5. Users didn’t expect the custom features to be an additional cost
6. Generally metal cards sparked interest from all users but they caused some confusion and weren’t keen on the cost
7. Monzo Plus T&C’s received positive feedback from all users
8. Users think they’d be able to add features on after confirming payment
9. Bundles were an interesting proposition for users