Mint brand character: the empowering champion
The Mint brand character is the same as the TurboTax brand character: the empowering champion for our customers. Mint’s objective is more money, no work, and complete confidence for every Minter.
Mint voice attributes
Insightful
Money is more than just a number that moves up or down. It tells the story of how our customers live their lives every day on the way towards their goals. We use human-centered, AI-driven expertise to make their story clear so they can stay on track.
Examples
- Looks like you had +$1,000 cash flow in the last 30 days! Put those extra dollars to work for you by investing.
- With over $3,000 in savings, you may want to consider investing.
- Your $200 could be growing in a high-yield savings account.
Ground their numbers and choices in context of their declared goals. Recommend what will help the most.
Don’t assume you always know the whole story. Be flexible and give all the options using progressive disclosure.
Empathetic
There’s a reason behind every money decision. Like a good friend, we never judge or assume why customers make the calls they do. Instead, we stay focused on the life they want to lead. We help them get there by meeting them where they’re at today, every day.
Examples
- Discover which purchases have brought you the most joy during these challenging times.
- CJ, your progress will ebb and flow. That’s part of the process!
- We know unexpected things come up. It looks like you’ve gone over your Food & Dining budget by $10.
- Sometimes things come up. This month, you’ve spent $1,000 on Home when you usually spend $800. Let’s double-check your Home spending.
Acknowledge where customers are and how far they’ve come. Be sensitive to how different moments may land for different people—if it’s ambiguous, find a way to ask.
Don’t shame customers or make them feel bad about decisions that were made. We may not always know the whole story.
Empowering
We always believe in our customers’ power to succeed. They may be down sometimes, but they’re never out.
We support them with more than just a positive attitude—we give them the insight, actionable steps, and tools they need to keep going.
Examples
- Don’t forget to adjust your plan when you need to—it’ll make it easier.
- Move closer to your financial goals with personalized spending targets. [CTA: Set weekly spending targets]
- Wipe out your loans with a new payment plan. [CTA: Set a goal]
- We get it—finances can be stressful. We’re here to help.
- Let’s find a better target for your needs.
Applaud the big wins. Remember that setbacks happen—help build resilience by meeting the moment with empathy and realigning the next step back to their goals.
Don’t forget that this is a journey. Celebrations lose their sparkle when used to excess, so choose those moments mindfully.
Energizing
A financial journey is a marathon, not a sprint. We help our customers maintain momentum by chunking out the work into simple steps.
We mark the miles with celebrations, and we focus on stamina over speed when we’re heading uphill together.
Examples
- You crushed it! Congrats on paying down your $6,420 credit card debt.
- Time to celebrate! You accomplished your goal!
- Breathe in, breathe out, and relax. You paid all your bills and subscriptions this month!
- In the past 3 months, you grew your money 10%. That’s progress worth celebrating.
- You’re moving your money in the right direction.
Show how to make progress, then make it easy to do by chunking out the steps. Once they start building momentum, flex tone to help them enjoy the ride.
Don’t overwhelm with too much enthusiasm or generate noise with excessive messaging. We’re on a long haul together, so sometimes less is more.
Voice principles
Write like you talk
Discussing money can feel taboo to some, so we’re purposefully approachable. Keep things easy to understand, like you’re helping a friend out.
Bring it home
Talk numbers, but always ground them in personal context to make them real and concrete.
Close the loop
When we show customers their info or data, we always tie it back to what they should consider doing next and explain why.
Remember the destination
Give all the options, but recommend the paths that stick closest to the goals they’ve shared.
