1. The Mobile Wallet Experience

2. 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

5. 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

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

7. 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!