This project was initiated in 2017 by Financial Sector Deepening Uganda as a means to apply HCD to provide digital financial services. Using the expertise of Design Without Borders, the objective was to advise and support MTN Uganda in their design and implementation of a campaign that educates rural customers on the use, benefits, and terms & conditions of the MoKash mobile savings and credit product.
According to MTN & FSDU, the MoKash product had the potential to bring substantial impact among the poor by reducing the time and cost of accessing savings and credit services, leading to a reduction in their vulnerability to shocks. However, it was necessary to explore the most effective and efficient means to communicate and educate customers on the benefits and features of the product. show more Show Less
Using dialogue and semi-structured interviews with stakeholders including MTN staff, employees and management, MTN Mobile money agents and MTN customers, DWB was able to identify information/knowledge gaps between MTN and their agents and customers. show more Through the field research, analysis and processing of the findings, key learnings and recommendations that helped the partners with the next steps of the project included: All these interconnected factors resulted in users not being able to take advantage of the benefits of the service, making them confused and dissatisfied. Through mapping out the channels through which information flows, that would allow adequate knowledge of the MoKash service to reach MTN service providers and customers, and highlighting the key learnings from the research, FSDU and MTN were then able to adopt these learnings through the next phase of their project. Show Less