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Designing Services for Financial Inclusion

Who benefits more from the introduction of mobile money services: a white-collar worker in New York City or a migrant manual labourer living out of a dormitory in Xi’an? For many access to mobile money services is a game-changer.

This paper applies the lessons learned from of a number of qualitative research studies into communication practices, mobile phone use to the design of mobile money services. More information on Nokia Money can be found here.

For practitioners working in this space (hei) the most useful section is likely to be on mobile phone practices and behaviours: covering mediated use from the perspective of customers; agents and the service providers themselves; charging; and multiple-SIM card practices.