Moneybox – 2025
Recent Activity
Context
Moneybox uses a direct debit collection cycle for recurring deposits and one-off deposits less than £100. Deposits for the week are ‘locked in’ on Wednesday, processed over several days, and debited from a user’s bank on Monday. However, there is a 24-hour window (Monday → Tuesday) where the money has left the user’s bank but hasn’t yet appeared in their Moneybox balance or activity.
Problem
During this “in-flight” period, users couldn’t see where their money was. This created anxiety, mistrust, and a spike in support tickets - particularly for vulnerable customers and those moving larger amounts. With no visibility, users felt out of control and often assumed something had gone wrong.
Results
After launching the Recent Activity module to 100% of users, we saw a measurable reduction in support queries and a noticeable uplift in customer sentiment.
30% ↓
Decrease in withdrawal queries
14% ↓
Decrease in deposit queries
10% ↑
Increase in “happy” conversations
21% ↓
Decrease in LISA withdrawal queries
Outcome
A new Recent Activity module on the Home tab
We introduced a dedicated Recent Activity module on the Home tab - the first screen users see. Positioned beneath the hero and ‘accounts’ modules, it gives users immediate visibility of their latest money movements without needing to search or navigate.
Transparent visibility of in-flight transactions
The module surfaces up to three in-flight or recent transactions, giving users instant clarity on where their money is within the collection cycle. Tapping a transaction opens a detailed linear tracker that shows each key moment in the process and the current status of deposits, withdrawals, and money moves. A modal overlay provides an expanded view for users who want to see all in-flight transactions in a clean, structured format.
Clear, consistent language shaped with Customer Support
We designed a clear, human language system to explain deposit and withdrawal states in a way users could easily understand. By collaborating closely with the Customer Support team, we ensured that the in-app terminology matched the language customers hear on chat and phone - creating a consistent, reassuring experience across touch points.
A structured hierarchy for money movements
We defined a clear hierarchy that organises transactions by state and recency, making it easy for users to scan their activity at a glance. This structure gives users a stronger sense of control and predictability during moments that previously felt unclear, such as the Monday–Tuesday in-flight window.
Get in touch
This website is just a little peek into my work. I’ve got plenty more I’d love to yap about – if you’d like to hear it more, let’s chat!
Moneybox – 2025
Recent Activity
Context
Moneybox uses a direct debit collection cycle for recurring deposits and one-off deposits less than £100. Deposits for the week are ‘locked in’ on Wednesday, processed over several days, and debited from a user’s bank on Monday. However, there is a 24-hour window (Monday → Tuesday) where the money has left the user’s bank but hasn’t yet appeared in their Moneybox balance or activity.
Problem
During this “in-flight” period, users couldn’t see where their money was. This created anxiety, mistrust, and a spike in support tickets - particularly for vulnerable customers and those moving larger amounts. With no visibility, users felt out of control and often assumed something had gone wrong.
Results
After launching the Recent Activity module to 100% of users, we saw a measurable reduction in support queries and a noticeable uplift in customer sentiment.
30% ↓
Decrease in withdrawal queries
14% ↓
Decrease in deposit queries
10% ↑
Increase in “happy” conversations
21% ↓
Decrease in LISA withdrawal queries
Outcome
A new Recent Activity module on the Home tab
We introduced a dedicated Recent Activity module on the Home tab - the first screen users see. Positioned beneath the hero and ‘accounts’ modules, it gives users immediate visibility of their latest money movements without needing to search or navigate.
Transparent visibility of in-flight transactions
The module surfaces up to three in-flight or recent transactions, giving users instant clarity on where their money is within the collection cycle. Tapping a transaction opens a detailed linear tracker that shows each key moment in the process and the current status of deposits, withdrawals, and money moves. A modal overlay provides an expanded view for users who want to see all in-flight transactions in a clean, structured format.
Clear, consistent language shaped with Customer Support
We designed a clear, human language system to explain deposit and withdrawal states in a way users could easily understand. By collaborating closely with the Customer Support team, we ensured that the in-app terminology matched the language customers hear on chat and phone - creating a consistent, reassuring experience across touch points.
A structured hierarchy for money movements
We defined a clear hierarchy that organises transactions by state and recency, making it easy for users to scan their activity at a glance. This structure gives users a stronger sense of control and predictability during moments that previously felt unclear, such as the Monday–Tuesday in-flight window.
Get in touch
This website is just a little peek into my work. I’ve got plenty more I’d love to yap about – if you’d like to hear it more, let’s chat!
Moneybox – 2025
Recent Activity
Context
Moneybox uses a direct debit collection cycle for recurring deposits and one-off deposits less than £100. Deposits for the week are ‘locked in’ on Wednesday, processed over several days, and debited from a user’s bank on Monday. However, there is a 24-hour window (Monday → Tuesday) where the money has left the user’s bank but hasn’t yet appeared in their Moneybox balance or activity.
Problem
During this “in-flight” period, users couldn’t see where their money was. This created anxiety, mistrust, and a spike in support tickets - particularly for vulnerable customers and those moving larger amounts. With no visibility, users felt out of control and often assumed something had gone wrong.
Results
After launching the Recent Activity module to 100% of users, we saw a measurable reduction in support queries and a noticeable uplift in customer sentiment.
30% ↓
Decrease in withdrawal queries
14% ↓
Decrease in deposit queries
10% ↑
Increase in “happy” conversations
21% ↓
Decrease in LISA withdrawal queries
Outcome
A new Recent Activity module on the Home tab
We introduced a dedicated Recent Activity module on the Home tab - the first screen users see. Positioned beneath the hero and ‘accounts’ modules, it gives users immediate visibility of their latest money movements without needing to search or navigate.
Transparent visibility of in-flight transactions
The module surfaces up to three in-flight or recent transactions, giving users instant clarity on where their money is within the collection cycle. Tapping a transaction opens a detailed linear tracker that shows each key moment in the process and the current status of deposits, withdrawals, and money moves. A modal overlay provides an expanded view for users who want to see all in-flight transactions in a clean, structured format.
Clear, consistent language shaped with Customer Support
We designed a clear, human language system to explain deposit and withdrawal states in a way users could easily understand. By collaborating closely with the Customer Support team, we ensured that the in-app terminology matched the language customers hear on chat and phone - creating a consistent, reassuring experience across touch points.
A structured hierarchy for money movements
We defined a clear hierarchy that organises transactions by state and recency, making it easy for users to scan their activity at a glance. This structure gives users a stronger sense of control and predictability during moments that previously felt unclear, such as the Monday–Tuesday in-flight window.
Get in touch
This website is just a little peek into my work. I’ve got plenty more I’d love to yap about – if you’d like to hear it more, let’s chat!