- Diary logs and visuals
- Weekly team catch-ups
- Insights pack including context, issues and opportunities
To start off, we conducted baseline interviews with participants and introduced them to the diary study format and materials. We then carried out weekly check-ins to discuss their diary logs, allowing us to probe into the ‘how’ and ‘why’ of people’s ways of working and their challenges. We aimed to explore financial topics beyond just banking.
Each week, participants grew more comfortable and understood the type of feedback we were interested in. This enabled us to revisit previous issues, compare learnings from other sessions and discuss future opportunities. To conclude, we held a wrap up session with each participant.
We caught up weekly with the Monzo team to provide them with high-level findings and discuss emerging themes. This helped us to identify topics that needed further probing and new topics to investigate.