The UX of banking

What the challenger banks did differently: a study into the UX of banking.

As featured in

Introduction

Billion dollar experiences

Monzo, Revolut and Starling鈥攐ften called the challenger banks鈥攈ave built billion-dollar businesses around the belief that they offer the best overall banking experience.

But are they actually any better, or is it all clever marketing? To answer that question I opened 12 real bank accounts, and logged everything.

Each chapter provides a forensic analysis of a particular feature or user journey.

But more importantly, I’ve highlighted what can we all learn from the challenger banks, and used real examples to teach you how to craft better experiences in the future.

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ONE

It took 18x longer to open an account with HSBC that it did with Monzo.

8 min read聽 路聽 May 21

TWO

Payment notifications were at least 2x faster with the challenger banks, and in some cases 100x faster.

10 min read聽 路聽 May 28

鈿★笍 Includes 12聽case studies

THREE

There were the only 3 banks to send notifications when someone attempted to use a frozen card.

6 min read聽 路聽 Jun 4

鈿★笍 Includes 10聽case studies

FOUR

It cost at least 拢20 to send 拢1 (GBP) to a US bank (USD) with three banks.

8 min read聽 路聽 Jun 11

鈿★笍 Includes 12聽case studies

FIVE

It took nearly 4x longer聽to authorise an Open Banking payment with Lloyds than it did with Starling.

8 min read聽 路聽 Jun 18

鈿★笍 Includes 10聽case studies

SIX

Revolut only ever replied to 20% of my live chat support messages, and don’t have a phone line.

9 min read聽 路聽 Jul 2

And finally...

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