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Mobile money enabled cash assistance: User journeys in Burundi

14 December 2020 — By Jenny Casswell; Zoe Hamilton; Maximilian Seilern; Louisa Seferis

GSMA’s Mobile for Humanitarian Innovation programme teamed up with Ground Truth Solutions to apply a human-centred design approach to understand the user journeys of Concern Worldwide’s cash recipients in Burundi.

It provides insights into how humanitarian organisations and mobile money providers can optimise their cash programming, enhance the user experience, and unlock the wide-ranging benefits of digital and financial inclusion.

It covers the following themes:
Theme 1: Insights into cash recipient characteristics;
Theme 2: The main “touchpoints” along the user journey, and;
Theme 3: The factors that enhance and/or frustrate the user experience through the creation of personas and user journey maps.

The report concludes by offering considerations for stakeholders deploying digital cash programming in Burundi, as well as in other humanitarian contexts.