Limited Access to Digital Financial Services
Some users, such as the domestic workers, may not have access to or trust in traditional banking services, limiting their ability to leverage digital financial solutions for convenient transactions.

Complex and Fragmented Transaction Processes
Users experience frustrations when faced with complex and fragmented processes for topping up wallets, conducting transactions, and accessing various services. This complexity can deter adoption and usage.

Lack of Convenient and Secure Money Management outside the app
Users face challenges in efficiently managing and accessing their funds for everyday transactions. Carrying cash or relying solely on traditional banking methods can be inconvenient and may raise security concerns.

Lack of Control and Oversight for Parents/Guardians
Parents or guardians may struggle with monitoring and controlling their child's financial activities and access to specific services, leading to concerns about responsible spending and security.

Mobile Wallet Integration with Banking Services
Develop a mobile wallet solution that seamlessly integrates with users' bank accounts, allowing for easy transfer of funds and a secure way to store money.

Broad Range of Services and Retailer Integration
Ensure the mobile wallet offers a comprehensive range of services, such as purchasing retail vouchers, buying data and airtime, paying for electricity, and facilitating bill payments. Collaborate with retailers to enable widespread acceptance and redemption of wallet vouchers.

User-Friendly and Accessible Interfaces
Create intuitive and user-friendly interfaces for the mobile wallet app and USSD transactions, catering to users with varying levels of tech knowledge and different smartphone capabilities.

Parental Controls and Transaction Monitoring
Implement robust parental control features within the wallet app, allowing parents or guardians to oversee and manage their child's wallet activities, control service access, and monitor transactions in real-time.

Streamlined Topping Up Process
Simplify the process of topping up the wallet by enabling seamless transfers from the banking app, ATM, and purchasing top-up vouchers at retailers. Minimize friction and ensure immediate access to funds.

Emphasize Security Measures
Implement robust security measures, such as encryption, two-factor authentication, and fraud prevention mechanisms, to instill user confidence and protect funds stored in the mobile wallet.

Education and Support
Offer educational resources, tutorials, and customer support to assist users in understanding and navigating the features and functionalities of the mobile wallet. Provide guidance for users with limited tech knowledge, such as the domestic worker, to ensure a smooth user experience.

- How do you currently manage and access your funds for everyday transactions?

- What are the main challenges you face when it comes to financial management and transactions?

- Can you describe a specific situation where you felt the need for a secure and convenient way to store and access your money?

- How important is it for you to have control over the services and functionalities available through a mobile wallet?

- What features or services would you prioritize in a mobile wallet solution?

- How comfortable are you with using smartphone apps or technology in general?

- Can you share any frustrations or concerns you have experienced while using digital payment or wallet services?

- What specific transactions or services do you regularly perform that you would like to see available in a mobile wallet?

- How important is it for you to have real-time notifications or transaction updates when using a mobile wallet?

- What level of trust and security do you expect from a mobile wallet solution?

- Are there any specific retailers or vendors that you would like to have access to through a mobile wallet?

- Can you describe the ideal process for topping up your wallet with funds?

- How important is it for you to have the ability to send money to family or friends through the wallet?

- What concerns or challenges do you anticipate when using a mobile wallet without a smartphone?

- How comfortable are you with using USSD technology for transactions?

- What are the key factors that would encourage you to use a mobile wallet instead of cash or traditional banking methods?

- How would you like to have control over the access and usage of a mobile wallet for your child or dependents?

- What kind of user interface or user experience would make a mobile wallet more appealing and easy to use for you?

- Can you describe a specific scenario where a mobile wallet would have made your financial transactions more convenient or efficient?

- How do you envision a mobile wallet improving your overall financial management and daily transactions?

Background

David is a tech-savvy father who created a smart wallet for his child who is studying at university. He values convenience and security, and wants to ensure that his child has access to necessary funds without the need for cash. David uses the latest smartphone and is comfortable using various mobile apps, including the banking app. He prefers digital solutions and appreciates the ability to manage and monitor his child's transactions. David wants control over the services available to his child through the wallet and is keen on maintaining oversight of the wallet's activities.

Goals and behaviours

• Top up the child's wallet through the banking app.
• Ensure his child has access to essential services without carrying cash.
• Monitor and track the child's transactions for budgeting purposes.

Frustrations

• Concerned about potential technical issues or glitches that may hinder the smooth operation of the wallet.
• Frustrated if there are limitations or restrictions on certain services or retailers available through the wallet.
• Annoyed by any delays or complications in topping up the wallet through the banking app, affecting his child's immediate access to funds.

Background

Sarah is a waitress who wants a secure and convenient way to manage her money without relying solely on her bank account. She worries about unwanted debit orders and prefers not to carry cash. Sarah has a basic smartphone and possesses basic knowledge about apps. She wants to transfer all her money to her wallet, accessible through an ATM, and utilize various services available on the wallet for her financial needs.

Goals and behaviours

• Transfer money from her bank account to the wallet via an ATM.
• Utilize all available services on the wallet for transactions.
• Avoid carrying cash and protect against unwanted debit orders.

Frustrations

• Frustrated by any complexities or difficulties encountered while using the wallet app due to her limited tech knowledge.
• Annoyed by any technical glitches or errors that disrupt the smooth operation of the wallet, potentially impacting her ability to make transactions.
• Frustrated if the available services on the wallet do not cater to her specific needs or if there are limitations in terms of retailers or vendors she can transact with.

Background

Maria is a domestic worker who prefers not to use her bank account due to a lack of trust in banks. She relies on cash payments for her weekly income. However, she wants a secure and convenient way to manage her finances and conduct various transactions. Maria purchases wallet vouchers from a retailer like Shoprite to top up her wallet and utilizes USSD to transact. She prefers low-value items like data, airtime, electricity, and retail vouchers for groceries. Maria does not own a smartphone and has limited knowledge of technology.

Goals and behaviours

• Purchase wallet vouchers at Shoprite to top up her wallet.
• Conduct transactions using USSD.
• Send money to her grandparents in another province through the wallet for redemption at retailers.

Frustrations

• Frustrated by the absence of a smartphone, limiting her options for accessing the wallet's full range of services and functionalities.
• Annoyed by any difficulties or complexities encountered while using USSD to transact due to her limited tech knowledge.
• Frustrated if there are limitations or restrictions on the availability of retailers or vendors accepting wallet vouchers in her area, making it inconvenient for her to redeem them for groceries or other necessities.

Empathy maps

These empathy maps helps us gain a deeper understanding of users by capturing their thoughts, feelings, actions, and needs. They help in developing a user-centered perspective by visualising and synthesising user experiences, motivationsm and pain points.

Persona 1 - The parent

Persona 2 - The waitress

Persona 3 - The domestic