Designing Mobile Money Services: Lessons from M-PESA
University of Oxford - Said Business School; Tufts University
affiliation not provided to SSRN
April 1, 2009
Innovations, Vol. 4, No. 2, 2009
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.
Number of Pages in PDF File: 18
Keywords: Mobile Banking, Retail Payments, Branchless Banking, Microfinance
Date posted: February 15, 2010 ; Last revised: November 29, 2010
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