Designing Mobile Money Services: Lessons from M-PESA
Innovations, Vol. 4, No. 2, 2009
18 Pages Posted: 15 Feb 2010 Last revised: 29 Nov 2010
Date Written: April 1, 2009
Abstract
This paper presents ten key service design features that have facilitated the rapid adoption and active use of M-PESA in Kenya. These relate to branding and messaging, ease of use, consistency of customer experience, agent monitoring, instantaneous customer registration, free deposits, ability to send money to non-registered customers, and agent channel growth.
Keywords: Mobile Banking, Retail Payments, Branchless Banking, Microfinance
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