Tag Archives: service design

3 Myths of Financial Inclusion

This article has been co-authored with Michael Kimani @pesa_africa Banking the unbanked is very popular right now, as financial inclusion is seen as a key milestone on the path to development. In parallel, a plethora of “cashless” or “cash lite” solutions have begun permeating the cash intensive informal economy. These can be broadly described as […]

Posted in Alternative currency, Analysis, Assumption filter, Banking, Base of the Pyramid, Consumer Behaviour, Culture, Economy, Ecosystem, Indigenous & Traditional, Informal & Flexible, Mama Biashara, Mobile platform, Prepaid Economy & Informal Sector, Research, Rural Economy, Savings, Strategy, Systems, User research | Also tagged , , , , | Leave a comment

Uber’s problems with women’s safety in India – my 2 rupees worth

In its mindless rush for scale, Uber leapt into the Indian market with their “hassle-free” service of hailing a car with a push of a button on your smartphone. I call this mindless because “will it scale” is an unquestioned imperative for a startup, not something that is thought through. Nobody asks should it scale, […]

Posted in Alternative currency, Assumption filter, Business Models, Cashless transactions, China, Consumer Behaviour, Culture, Design, Ecosystem, Emerging Markets, Flexibility, global, India, Innovation Planning, Kenya, Marketing, Mobile platform, Nigeria, Perspective, South Asia, Strategy, Sub Saharan Africa, Systems, Technology, urban, User research | Also tagged , , , , , , | Leave a comment

The curious case of Google’s Beba Pay: a mobile payment app that users refuse to adopt

This week, news from Nairobi, that hotbed of mobile money innovation, opened up a Pandora’s box of reflections on payment plans, service design issues and the challenge of technology adoption in the mass markets of the African informal economy. None of these are ‘bad’ things in their own right, but taken together, they have resulted […]

Posted in African Consumer Market, Alternative currency, Analysis, Business Models, Cashless transactions, Consumer Behaviour, Ecosystem, Informal & Flexible, Mobile platform, Perspective, Prepaid Economy & Informal Sector | Also tagged , , , , , , | Leave a comment

Systems thinking and the mobile platform for economic impact and wealth creation

I have been meaning to write this post for quite some time now, percolating as it has in the back of my mind but it was Mark Kaigwa who finally spurred this writing. This is not all about MPesa, though it will take a look at some of the issues why its runaway success in […]

Posted in Africa, Airtime, Alternative currency, Analysis, Assumption filter, Banking, Base of the Pyramid, Business Models, Cashless transactions, Consumer Behaviour, Design, Ecosystem, Emerging Markets, Informal & Flexible, Innovation Planning, Kenya, Mobile platform, Perspective, Prepaid Economy & Informal Sector, Strategy, Sub Saharan Africa, Systems, Technology, UCSD, Value | Also tagged , , , , , , | 1 Response

M-PESA and the service innovation framework (review)

A former student of mine just mailed me this article “Extracting Key Lessons in Service Innovation” (pdf) by S.Wooder and S. Baker, recently published in the Journal of Product Innovation Management, January 2012 edition. Here is the abstract of the article: This paper describes how Sagentia—working with Vodafone, Safaricom, and other organizations—played a significant role […]

Posted in Africa, African Consumer Market, Airtime, Alternative currency, Assumption filter, Banking, Base of the Pyramid, Cashless transactions, Consumer Behaviour, Design, Ecosystem, Flexibility, Frameworks, Informal & Flexible, Innovation Planning, Kenya, Literature review, Marketing, Mobile platform, Perspective, Prepaid Economy & Informal Sector, Strategy, Systems, Technology, Value | Also tagged , , | Leave a comment

M-PESA and the service innovation framework (extract)

A former student of mine just mailed me this article “Extracting Key Lessons in Service Innovation” (pdf) by S.Wooder and S. Baker, recently published in the Journal of Product Innovation Management, January 2012 edition. Here is the abstract of the article: This paper describes how Sagentia—working with Vodafone, Safaricom, and other organizations—played a significant role […]

Posted in Analysis, Business, Design, Ecosystem, Emerging Markets, Innovation Planning, Kenya, Mobile platform, Platforms, Prepaid Economy & Informal Sector, Process, UCSD, User research | Also tagged , , , , , , , , , | 2 Responses