Analysis of Mobile Money User Experience in Tanzania and Bangladesh

A global foundation engaged Vital Wave to evaluate the user experience for mobile money in Tanzania and Bangladesh. The company identified some barriers to adoption that were regulation-based (e.g., local law required verification by hand to set up accounts), while other issues were attributed to the mobile money model (i.e., bank-led vs. operator-led). Technical issues for operators, banks, phones, networks, and Internet connectivity also compromised the user experience. Results of the analysis informed the design of a new user interface and back-end processes.

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