In 2019, I worked on iterating the onboarding experience for new customers using the mobile app. Our goal was to reduce customer contact from users trying to open an account, make the process easier to understand, and ultimately increase the number of successful account creations. We delivered multiple iterations of the sign-up experience and added contextual support throughout the journey. As a result of this new Monzo onboarding flow, customer contacts decreased from 7.5% to 2%, driving significant efficiencies for the business.