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Designing Mobile Money Services: Lessons from M-PESA


Ignacio Mas


Independent

Olga Morawczynski


affiliation not provided to SSRN
April 1, 2009

Innovations, Vol. 4, No. 2, 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.

Number of Pages in PDF File: 18

Keywords: Mobile Banking, Retail Payments, Branchless Banking, Microfinance

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Date posted: February 15, 2010 ; Last revised: November 29, 2010

Suggested Citation

Mas, Ignacio and Morawczynski, Olga, Designing Mobile Money Services: Lessons from M-PESA (April 1, 2009). Innovations, Vol. 4, No. 2, 2009. Available at SSRN: http://ssrn.com/abstract=1552753 or http://dx.doi.org/10.2139/ssrn.1552753

Contact Information

Ignacio Mas (Contact Author)
Independent ( email )
No Address Available
Olga Morawczynski
affiliation not provided to SSRN ( email )
Feedback to SSRN (Beta)


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