This paper by Ignacio Mas 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.
- Customer and uses of digital payments
- Regulation of DFS
- Technology and operational enablers
- Webinars and Podcasts