Monzo’s “Tone of Voice” guide defines the bank’s approach to communication, ensuring messages are clear, inclusive, and engaging. The document is structured around three principles: Straightforward Kindness, Everyday Magic, and Warm Wit.
The guide provides specific examples of how to transform formal or complex messages into more approachable ones. It also emphasizes adapting tone based on context, ensuring consistency across customer service, marketing, and product communications. By following these principles, Monzo aims to create a brand voice that is both reliable and relatable, reinforcing trust with its users.
