I have been a customer of yours since 2016. As a member with an ID in the 3,000’s I’m proud to have supported you since the start. I think it’s easy to forget that you’re different to a legacy bank. You have become part of my day day-to-day life, allowing me to set aside my old NatWest account. I have become accustomed to messaging your Customer Support team via the app and receiving a swift, friendly and non-corporate response. I enjoy waiting to see which emoji will be included in my instant spending notifications and I have grown to love the simple iPhone app interface.
While it was easy to forget that you’re different to a legacy bank, I was recently reminded that you are different. I’m going through a lot of life changes at the moment and my girlfriend and I are moving into a new house together next week. We of course needed a joint account. I know joint accounts are a hot topic at the moment, so I won’t go there. Knowing my not particularly tech-savvy girlfriend wouldn’t want to go with an online-only bank we opted to set up an account with Lloyds. Don’t worry, I’m working on her.
As my girlfriend and I walked into the Lloyds bank to attend the mandatory appointment to open an account, we were led down a long grey corridor into a small, stuffy room. There was one window covered in bars and a tower computer running what looked like Windows XP. Using an antiquated piece of software the member of staff started the account creation process, typing loudly on their cheap plastic keyboard. It got my thinking about you, Monzo, and how easy it was to create an account, update my personal details and get help. There I was in 2018, sat in a bank opening an account as if it was still 2001. This wasn’t a good experience. Why have I had to attend the bank to complete a form I could have done via my phone? Why do they need my whole life history just to set up a current account? Why are they offering me a multitude of paid-for products when I have already stated clearly what I’m looking for? Why has this room not been decorated in 10 years? Why are they still using piece of software designed in 1986?
It’s the small things that matter, and that’s why you’re better than a legacy bank. You care about user experience, and that matters. Please don’t change.