This Note focuses on the intricacies involved in conducting a process mapping exercise for mobile banking initiatives. It analyses the key steps and activities necessary to prepare for effective process mapping; essentials on which to focus during the process mapping exercise; and the maintenance activities to be expected after initial process mapping has been completed.

Adopting a systematic approach to design processes in a mobile banking initiative is crucial to avoid redundancies and to create processes that are robust. Alignment of interest between business partners goes a long way in securing the success of any such initiative.

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