Monzo · Metrics · Mid · 45 to 60 minutes

How should Monzo improve self serve support?

Monzo is a UK digital bank with an app where customers manage money and get support. Answer this product management case and get it graded line by line against a weighted rubric.

Metrics design
Experimentation
Prioritization
Trade off judgment
Customer empathy

The situation

You are the PM for Monzo's customer support experience. The support, operations, and product leads are worried that too many customers enter support journeys that could be solved through in app help, while some customers who truly need a person may be taking too long to reach one. Help content, search, and contact entry points exist today, but the team is unsure where small product changes would have the biggest effect. Engineering capacity is limited, and leadership does not want a large redesign without evidence. They want a plan for how to improve self serve resolution in the app over the next 12 months using experiments that are easy to measure and safe for customers. The challenge is to recommend what to test, how to measure success, and how to avoid optimizing for fewer contacts at the expense of customer trust, issue resolution, or access to urgent help.

What to produce

Write a 1 to 2 page experiment strategy memo.

Your answer must

Define the product problem and a metric framework, including one primary outcome metric and at least three guardrail metrics.
Propose three small product experiments in the existing help or self serve journey, each with a clear hypothesis, target user behavior, and measurable success criteria.
Explain how you would prioritize and sequence the experiments over time, including stop, continue, or scale decisions.
Describe the main risks of bad optimization, especially blocking or delaying customers who genuinely need human support, and how you would mitigate them.
Show how the team should capture and reuse learnings from each experiment to inform the next tests, including what you would record even when an experiment fails.

Constraints

Stay within Monzo's existing in app help and support journey. Do not rely on launching a new support channel or a major redesign.
Assume only small product changes are feasible in the near term because engineering and design capacity are limited.
Any recommendation must preserve a safe path to human support for urgent or sensitive issues.
Base your plan on data Monzo can observe in product and support funnels, not on long lead custom research projects.

Format

Use short sections and include one table for metrics and one table for experiments.

How Monzo actually played it

A Monzo product manager for customer support experience reviews a year of 43 experiments on help and self-serve journeys, such as a chat form, quick links on the Help tab and search suggestions. The post lays out how the team writes hypotheses and what it learned. It is a practical example of experimentation in a support product with clear, measurable hypotheses.

Start each experiment with a specific, measurable, testable hypothesis.
Experiment on small support-journey changes where outcomes are measurable.
Keep a record of what worked and did not across the year.
Use the learnings to choose the next experiments, not just to report wins.

Built from What we learned from 43 experiments in 12 months by Shnay, Senior Product Manager, Monzo.