Carry the context across.
Customers reviewed information in Monzo and added or edited details with Better. This reduced repeated work without changing data used elsewhere in Monzo.
Monzo · 2024–2026A clearer way
A clearer way
to remortgage.
Turning mortgage visibility into a useful next step: plan ahead, understand your options and get human help.
Lead Product DesignerSole designer until Sep 2026Research → launch → iterationiOS & Android
The results at a glance ↓The outcomes / Jan 2024 → Jan 2025Better timing starts
Better timing starts
with better information.
38% → 88%new mortgage connections declaring a deal-end date
69K → 170Kconnected customers with a declared deal-end date
4.6/511:FS Pulse score for the remortgaging journey · July 2024
Team-level changes across onboarding, optimisation and campaigns. The Pulse score is external recognition.
The work / 2024–2026The need stayed.
The need stayed.
The product kept changing.
- Mar–Jun 2024
Research and Better pilot
Understand what homeowners need, then launch a trusted first referral journey.
- Jul 2024–2025
Learn what drives growth
Test indicative rates, improve the funnel and develop a distinct first-time buyer strategy.
- Apr–Oct 2026
Integrate the mortgage journey
After Monzo acquired Habito, bring key steps and adviser support closer to the Monzo app.
01 / From engagement to actionSeeing a mortgage
Seeing a mortgage
was only the beginning.
Customers could already track their mortgage in Monzo. The next step was helping them switch deals through our broker partner, Better.co.uk, and building a revenue stream.
I interviewed customers with Research, ran a vision workshop and shaped a first release for June 2024.
5,490responses in the team’s remortgaging survey
March–April 2024
March–April 2024
The barrier was confidence. Customers valued their existing broker, wanted time to prepare and needed to know a real person would help them.
02 / Make the next step feel safeEarn trust before
Earn trust before
asking for commitment.
I led with what customers cared about: expert support, less admin and confidence in their next deal. We explained who Better was, what would be shared and how it worked.
People could leave if they’d already found a deal, or come back later.
Show customer milestones.
I worked with the partner and engineers to turn API events into meaningful progress. Adviser contact appeared only when the partner could actually provide it.
Make the action clear.
The team reported stronger performance from action-led copy than benefit- or feature-led variants. We carried that learning into the journey and email communications.
03 / Respond to what we learnedGive people value
Give people value
before they commit.
By July, referrals were behind forecast. So I designed a calculator to explore rates and monthly payments before starting a referral.
It worked as a standalone tool, even without a connected mortgage, and the team reported strong uptake. We also opened the referral journey to homeowners without a mortgage connected to Monzo. That increased volume, but the commercial goal remained out of reach.
A later test of full lender offers didn’t work. Unfamiliar lenders created hesitation, so we paused it.
04 / Put growth evidence in sequence · late 2024–2025More referrals alone
More referrals alone
weren’t the strategy.
The growth diagnosis showed that improving the existing funnel could help, but it wouldn’t resolve every barrier to switching. The next question was how to make the service more compelling, then which customers it should serve.
I carried that sequence into the next phase: improve the Monzo journey, investigate the value proposition, and develop a separate first-time buyer strategy.
Improve the existing funnel.
Remove friction from the Monzo-owned entry and referral experience.
Understand the switching decision.
Explore what would make customers confident enough to move from their current broker or lender.
Design for first-time buyers.
Research a distinct journey for people buying a home, not simply another route into remortgaging.
05 / From referral to integrated journey · Apr–Oct 2026
Make the broker journey feel more connected.
When Monzo acquired Habito in April 2026 ↗, the work shifted from introducing customers to an external broker towards connecting more of the mortgage experience with Monzo.
I led the vision, design and MVP as the sole designer until September 2026. The direction brought fact-find, recommendations, adviser conversations and progress into the app, with the Habito journey still handling later steps.
When I left in October, the new progress tracker and Intercom adviser chat were in implementation. First-time buyer strategy and discovery were still in progress.
Mortgage support, in the right conversation.
Intercom connected customers with Habito advisers. The experience had to make clear when a customer was speaking to their mortgage adviser rather than Monzo Support.
Bring useful steps closer first.
Fact-find and recommendations were designed for the in-app journey. The later broker application remained a handoff, so this was a staged integration rather than a fully in-app mortgage process.
Keep first-time buyers in view.
The broad open-market Homeownership route was paused after Monzo customers converted much more strongly than people coming from outside the customer base. That was separate from earlier referrals to homeowners without a mortgage connected to Monzo, and from continuing first-time buyer strategy and discovery.
06 / Outcomes to build onProgress to build on.
Progress to build on.
A target still missed.
Across 2024, the share of connected customers with a known deal-end date rose from 34% to 59%. Better information made it possible to reach more people at a relevant moment.
The journey earned a 4.6/5 score from 11:FS Pulse ↗. We missed the September 2024 annualised revenue run-rate goal, estimated from monthly submissions. Improving entry into the funnel had not yet delivered the commercial outcome we needed.
Team outcomes across multiple changes; these comparisons do not establish the effect of any single design change.
Explore the experience,
one decision at a time.
These interactive screens follow the layouts and flows in my Figma files. Personal details and mortgage figures are anonymised. The tracker and adviser chat were being implemented when I left.
Implementation in progress when I left
Remortgage progress
Figma screen recreation.
Screen 1 of 2
Original Figma frame · personal details anonymised