User Research at Monzo


(Beatrice Borbon) #1

Our user research lead @SamanthaD explains what user research is, how we do it, and why it’s so important!


(Toby Yakubu-Sam) #2

Big fan of Sam’s posts, testing Tuesday is something I tried to implement at Boiler Room (it went from once a week to once or twice a month)
super interested to see how more ethnographic studies will help understand Monzo users.

What I found worked well for collecting an collating feedback was a tool called https://www.pulsarplatform.com/ and Instabug

Just gonna slip this in, if you are looking to expand the Monzo User Research team have a look at some of my work… www.tobyys.com


(Simon) #3

Great article @SamanthaD! I have been struggling with this at Cuvva, but unfortunately my biggest issue you skim over with no detail!

“We invite a number of people into our offices for one-to-one sessions.”

How do you find these people? How do you continually get new people with an hour or two free during the working day who are able to get to your office, and yet are not technical or already fans of Monzo? We have budget to pay them, but continually sourcing new people (they must not have done any testing before to be fully valid) is proving extremely difficult.


(Samantha ) #4

Thanks for sharing, Toby. It would be great to compare notes about your experiences :smile:


(Samantha ) #5

That’s a great question @simonRedwards and one that often comes up. We use a third-party recruitment company who specialise in sourcing participants for market research, or in this case, user research.

They have a large pool of people who have signed up to take part in research and will source and schedule individuals based on the criteria we’re after for that round of testing.

As you’ll know, sourcing and scheduling is very time-consuming but critical to the success of the testing. Bringing in the wrong people can yield shallow or false insight, which is worse than no insight. It’s important for us to do it properly if we’re going to be doing it in the first place.


(Change Works) #6

Reminds me of the time I was invited to be part of a focus group for a magazine I’d never read. I got £50, some wine and sausage rolls in return for providing my valuable insight into something I had absolutely no clue about.


(Jon Bywater) #7

@SamanthaD it’s really interesting how you’re carrying out research and I like how you are sourcing participants to come into your office, you always get really valuable insights from in-lab studies.

Atom Bank’s UX team have also integrated the UserZoom platform alongside their lab studies (similar to your testing tuesdays) and into their current research methodologies to scale up their research with statistical significance whilst continuing to work in agile sprints.

It’s been giving them quantitative insights behind their qualitative findings and allowed them to further their participant demographic by sourcing the right users globally at speed. So they don’t lose the valuable insights you get from lab they do both moderated and unmoderated remote usability studies.

I read in your article that your aim is “to find a way to share and store the feedback we receive through different channels, in one central place. We want to make feedback easier for us to analyse and prioritise, so we can ensure we’re addressing the biggest needs that impact the most people, rather than serving a minority that might be shouting the loudest.” which is exactly what UserZoom does.

If these are your goals then UserZoom could be worth introducing to you.