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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

Ignacio Mas

Tufts University

Olga Morawczynski

affiliation not provided to SSRN

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

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: https://ssrn.com/abstract=1552753 or http://dx.doi.org/10.2139/ssrn.1552753

Ignacio Mas (Contact Author)

Tufts University ( email )

Medford, MA 02155
United States

Olga Morawczynski

affiliation not provided to SSRN ( email )

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