Monzo

Challenger bank Monzo has grown rapidly since it launched in 2015, reaching over 4 million customers in 2020. But as it’s grown, it’s got more expensive to help all those customers.

Monzo brought me in to help reduce its operations costs with good writing. I did some meaty information architecture work, creating style guides for Monzo’s hundreds of help articles and saved responses.

I also wrote UX copy that reduced inbound customer queries, helping to slash support costs. Sadly, my time at Monzo was cut short due to coronavirus.

See some work

📱 Account closure flow
📱 Fraud reporting flow
📱 Overnight chat limit flow
🆘 Help articles
🆕 App Store release notes

What they said

‘Luke is an excellent writer, thinker, colleague and person. If I had it my way, he’d still be in my team at Monzo. We brought Luke in on a year-long contract to do a big hairy complicated job that involved UX writing, content strategy, information architecture, systems design and pretty much everything else you can throw at a writer in a tech company. He systematically set about building good relationships, breaking the problem down into component parts and making a measurable difference.

His writing is of course impeccable, but it’s the structure he brought to chaos which was what we desperately needed. Any company that cares about words would be lucky to have him. I didn’t want to lose him, and will try to steal him away from you at the first opportunity. You have been warned.’

— Harry Ashbridge, Senior Writing Lead

‘I’ve really enjoyed working with Luke on interface copy and help content at Monzo. He takes the time to really understand a problem before diving in, communicates his thoughts and ideas well, and appreciates when trade-offs need to be made to help move things forward. Of course, he’s also a great writer, able to take the most complicated topics and distil them into something clear, concise and actionable. He’s also just a lovely guy, and a lot of fun to work with!’

– Paul Blunden, Product Designer