Simplifying account access for Monzo's business customers
Designed and launched a secure access flow that unlocked team access for thousands of business owners without time-consuming hoops or unnecessary setup.
THE PROBLEM
Monzo Business customers faced unnecessary friction when giving account access to the people they rely on to help run their business.
This added unnecessary friction, wasted time, and often prevented teams from getting the access they needed to run their business.
THE SOLUTION
I redesigned a complex process with a simple invitation flow that made adding team members to business accounts quick and easy, while being secure and compliant.
THE RESULT
A surge in successful team additions, a drop in support requests, and access unlocked for thousands of team members who would've been shut out before.
%
INCREASE IN USERS ADDED TO BUSINESS ACCOUNTS
%
INVITATIONS SENT ARE VIA EMAIL VS CONTACT
%
REDUCTION IN INBOUND COMPLAINTS
A simpler, secure way to add team members
I built two ways to invite people: via email (for anyone) or via Monzo contacts (for existing users). The new system removed the personal account requirement, cut friction at every step, and gave business owners instant control
Reducing drop-off by designing the least-friction path
The goal was to help business owners choose the quickest, safest path with minimal effort. I created two clear options, both of which were easy to spot because we couldn't predict which one people would need.
Adding security at the moment of highest risk
To prevent unauthorised invites (for example, on shared or unattended devices), I introduced a PIN verification step before sending an invite. This small, intentional moment of friction reduced risk and reassured users at a critical point, without slowing them down.
Giving business owners real control, instantly
Business owners told us they needed to remove access immediately, especially when firing someone. I designed the Team Members Hub, giving admins instant control to revoke access, cancel pending invites, and view invite status in real time, removing delays and reducing reliance on support.
Designing two experiences that work together
This wasn’t a single-user flow. Every action taken by the business owner triggered a corresponding experience for the invitee.
I designed these journeys in parallel to ensure clarity, consistency, and trust on both sides, avoiding confusion at every handoff.
Multiple touchpoints to keep admins informed
The experience spans email, push notifications, in-app messages, and the Members Hub. This ensured busy admins stayed informed wherever they were, while the hub acted as a single source of truth, especially important for businesses with multiple admins.
Designing for various states & edge cases
I designed for every possible state: accepted, declined, expired, revoked, previously rejected users, abandoned sign-ups, and more.
I worked closely with engineering, legal, and compliance to map risks, define system behaviour, and ensure there were no dead ends.
Why this project mattered?
This work removed a critical blocker in team collaboration at Monzo Business. Previously, we were forcing employees through multi-day signups they didn't want.
By rethinking the entire system (invitations, security checks, admin controls, edge cases), we turned a high-friction, high-risk process into something that actually works for real businesses.
