Category: Service Design

Challenge:

In order to roll-out MPESA in Mozambique there was a need to better understand the Agent’s financial ecosystem in order to design financial services-based incentive models.

Process:

Ethnographic Immersion, semi-structured interviews, participant observations, photo diaries and co-creation workshops were used to inform strategic decision making.

Solution:

Development of different business and health insurance as well as banking concepts e.g. microloans.