Signature projects

Review of Vodafone M-PESA’s user interface

  • time Oct 26, 2018
  • calendar 1 min

MSC experts conducted primary research in five states in India to develop recommendations on improving the UI of M-PESA’s USSD platform and suggestions for improvement in platform communications. The intervention had a positive impact on Vodafone India’s customer base of 3 million users at the time.

In India, MSC has have been associated closely with the growth story of M-PESA, Vodafone’s mobile money transfer service. We have been instrumental in providing technical support, especially in building agent networks. On applying for M-PESA, customers get a mobile wallet issued by Vodafone and a mobile money account with ICICI Bank. Customers can access the account through USSD. Vodafone had launched a mobile application for this purpose.

MSC experts studied the ease of use of the USSD service from a user perspective to review navigation and content. We conducted primary research in five states in India to develop recommendations on improving the UI of M-PESA’s USSD platform and suggestions for improvement in platform communications. M-PESA implemented these changes, which had a positive impact on its 3-million-strong customer base at the time.

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