The Mobile Wallet Experience

What’s it like to pay a bill?

Open a checking account

Receive a bill Write a check Mail in the

check

Open a bank account

Receive a bill

Have Internet

Access / Log online

Link bank account to

bill pay

Submit payment

Receive confirmation

Receive a bill Gather cash to

pay bill

Visit local company office

during operating hours

Wait on line for a cashier

Pay bill and receive

confirmation

US Traditional

US Online

Cameroon Traditional

Mobile Wallet Process

Create mobile wallet account

Deposit money in wallet at local

deposit office Receive a Bill

Use SMS based system to pay

bill

Receive a Payment

Confirmation

Consumer Attitudes Why pay a fee when you can just wait in line?

Questions

• Who does the system work for? • Are they your intended audience?

• Who does it NOT work for? • What other personas Orange and MTN should explore?

• Why are people OK with the current system?

Get out of the building and understand what is going on!