My housemate and I got involved in user testing last week. It was a great way to meet some of the Monzo staff and feel the passion behind what they’re doing to make a difference in banking.
If you can spare a lunch hour at Monzo HQ I’d highly recommend it:
I think this is a great article! Very insightful. Thanks so much. One comment you made was how unconscious bias affects your user acceptance testing? Finding good quality researchers is one of product’s challenges! I’d be interested to understand this. If it’s unconscious how can it be measurable, or even verifiable as real. In real terms: what bias are you actually sensing in conscious real terms during your testing and then how do you rectify it?
Really good question, thanks
There are a few different biases that we try to fight against. The most visible one is that the people that test the app the most (and the people that speak louder) are usually those that are already more engaged with Monzo. In other words, if you are a big fan of Monzo your opinions might not represent what “regular people” would think about something. Power-users have way more context than the rest and are better with tech and finance than the rest of us.
If you have any ideas about how we could remove bias please let us know, we’re always trying to improve things