Mobile money use case:
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1 Mobile money use case: Safaricom M-PESA service
2 Agenda What is M-Pesa -Mobile money payment system used in Kenya -M-Pesa evolution -Where are we now with M-Pesa -How customers use M-Pesa End-to-end quality of service experience -SITE installation set up -Message flow -Key KPIs being measured -Sample trends on what is currently being measured Benefits realized -Proactive testing -Improved user experience (QoS) -Post change analysis The future -Enhanced payment experience 1. M-Pesa App 2. One tap 3. M-Pesa APIs 4. On-line commerce payments -App experience
3 M-PESA M-Pesa is a mobile money transfer service. With Safaricom M-Pesa service anyone can send money in all over Kenya.
4 Where are we now? Customers Agents 23.6 million registered users of which 20 million are 30 day active users Over 100,744 M-Pesa agent outlets countrywide. Payments Bulk Payments Bank Partners Transactions Over 50,000 Lipa Na M-Pesa merchants 8,600 PayBill partners Over 1000 M-Pesa Bulk Payments customers 43 Banks fully integrated to M-Pesa Over 12M transactions daily valued over Kshs 17B
5 Evolution of M-PESA
6 How Customers Use M-PESA Person to Person (P2P) transfers International Money Transfer Agent Transactions Mobile Banking Airtime purchase ATM Withdrawal
7 How Customers Use M-PESA Utility Bill Payments School Fees Payments Salary Disbursements Rent payments Online Commerce Payments Merchant Payments Okoa Stima Merchant Real-time Bank Settlement E-Government Payments Cashless Distribution
8 Partnerships Affordable medical insurance Food aid distribution Digitising Govt. services Wealth Creation Mobile based health product that allows anyone to send, save and spend funds specifically for medical treatment. Partnership between World Food Program and Safaricom to offer a World Food Feeding Program through mobile vouchers for refugees powered by M-Pesa. Over 50% of government services now offered on a digital platform with payments fulfilment done via M-Pesa, promoting efficiency and accountability. A retail infrastructure bond issued by the Government of Kenya that seeks to enhance financial inclusion for economic development.
9 M-PESA channels On feature phones it is supported via the phone STK. Such as older generation Nokia phones etc. On newer Android and ios smartphones M-Pesa can be used using the Safaricom app SIGOS supports testing and monitoring of both flavors
10 Safaricom Kenya Existing SITE System 9x Client SITE Central Unit 2 SIM Multiplexers UI Server 20 total SIM Card Boards VPN Server 1x SITE SSM-Proxy Server LAN/WAN 1x ICQT_LU_ISUP_2IG (2x ISUP IFs) 1x GSM-A LU_2xIP 3x CLU 5 (2x 3G UMTS/HSDPA/HSUPA Interfaces each) 2x WLU 5 (2x 3G UMTS/HSDPA/HSUPA Interfaces each) 2xWLU 5 (Mpesa) (3xTC63i UMTS Interfaces each) 2x WLU 5 (2x 3G UMTS/HSDPA/HSUPA Interfaces each + Power supply DC 48 volt ) 2x WLU 5 (1x 3G UMTS/HSDPA/HSUPA; 2xLTE Interfaces each) 1x Roaming Radar MAP LU MSC GSM/GPRS/EDGE Network; 3G/UMTS/HSDPA/HSUPA Network
11 M-PESA Mobile Money Testing with SITE on the STK SITE Central Unit SIM Multiplexers Merchant Settlement System -1 SIM card LAN/WAN Revenue Assurance-M-Pesa UI Server VPN Server GSM/GPRS/EDGE/3G/UMTS /HSDPA/HSUPA Network M-PESA Reporting 2 xwlu 5 (3xTC63i UMTS Interfaces each) Testing Via STK 2 Customer SIM cards 1 Agent SIM card 1 Till Number SIM card
12 M-PESA Monitoring Using SITE on STK Active testing Active testing results
13 M-PESA Customer Experience Trends Using SITE
14 M-PESA Customer Experience Trends Using SITE on STK
15 M-PESA 3 rd Party Customer Experience Trends Using SITE on STK
16 M-PESA Mobile Money UX and CX Testing via SITE App Experience SITE Central Unit Financial Inclusion (Loans) LAN/WAN M-PESA1Tap Payment UI Server M-PESA LAN/WAN Digital channels customer Experience Safaricom App E-Commerce Subreg Dealer App 3xApp Experience CLU with Samsung, iphone and Huawei STK,USSD and My Safariom APP
17 M-PESA Mobile Money UX and CX Testing via SITE App Experience As smartphones are getting common, there is a need to monitor M-Pesa app on Android and ios phones. SIGOS App Experience makes it possible to monitor apps on both type of phones and tablets. Any user journey can be easily scripted. The drag and drop feature of design studio can be used by anyone without any programming experience.
18 M-PESA Mobile Money UX and CX Testing via SITE App Experience We monitor most important user journeys 24/7, such as: Pay Bill Send Money Verificaiton of the USSD menu Buy Airtime Checking Account Balance
19 M-PESA Mobile Money UX and CX Testing via SITE App Experience We could improve our app by optimizing the following Time taken to process bill payment Time taken to send money Horizon orientation is not supported on the app. Knowledge base web certificate issue. STK Pin push service
20 Gains Improved user experience Proactive testing Post change analysis Real time user experience Flexibility
21 The future
22 Future E-commerce Songa app My safaricom app with M-Pesa M-Pesa 1 TAP M-Pesa APIs Dynamic Pricing
23
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