In India, MSC has have been associated closely with the growth story of M-Pesa, Vodafone’s mobile money transfer service. We have been instrumental in providing technical support, especially in building agent networks. On applying for M-Pesa, customers get a mobile wallet issued by Vodafone and a mobile money account with ICICI Bank. Customers can access the account through USSD. Vodafone had launched a mobile application for this purpose.
MSC experts studied the ease of use of the USSD service from a user perspective to review navigation and content. We conducted primary research in five states in India to develop recommendations on improving the UI of M-Pesa’s USSD platform and suggestions for improvement in platform communications. M-Pesa implemented these changes, which had a positive impact on its 3-million-strong customer base at the time.